US Support Analyst — Fast, First-Response Troubleshooter

Openkrill; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid-first company

Remote working options

Generous PTO

Health insurance

Company off-sites

Travel opportunities

Job summary

Gorilla is seeking a dedicated Support Analyst to be the first point of contact for American customers. You’ll own the initial response, triage requests, and work with engineering to resolve issues.

You’ll leverage our knowledge base, Zendesk automation, and AI tools to close routine problems quickly, while documenting gaps for future improvements. You’ll operate in a hybrid environment with occasional travel across Europe and beyond, helping to grow the US support capability and reduce response

Qualifications

• Two to three years in a technical, customer-facing role.
• Clear, warm, precise writing especially under pressure.
• Structured approach to narrowing down problems; comfortable with browser dev tools.
• Experience with AI tools including understanding limitations.

Responsibilities

• Own first response and triage for US customers on your shift.
• Turn vague reports into reproducible cases and hand to engineering.
• Use knowledge base, Zendesk automation and AI tooling to close routine issues.
• Add to knowledge base when gaps are found to prevent repeats.
• Grow toward independent tier-2 troubleshooting.

Skills

Clear writing

Technical troubleshooting

AI tooling experience

APIs

Python

Zendesk

Jira

Tools

Zendesk

Jira

Job description

Gorilla is seeking a dedicated Support Analyst to be the first point of contact for American customers. You’ll own the initial response, triage requests, and work with engineering to resolve issues.

You’ll leverage our knowledge base, Zendesk automation, and AI tools to close routine problems quickly, while documenting gaps for future improvements. You’ll operate in a hybrid environment with occasional travel across Europe and beyond, helping to grow the US support capability and reduce response