US Support Analyst — Fast-Response & AI‑Enabled

Gorilla - Energy Margin Intelligence; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Travel opportunities

Job summary

Gorilla - Energy Margin Intelligence is seeking a proactive Support Analyst to be the first point of contact for American customers. You’ll triage issues, convert vague reports into actionable cases for engineering, and leverage AI tools to resolve routine problems efficiently.

You’ll be part of a hybrid-focused team, with travel across Europe and beyond, and you’ll help expand the knowledge base for faster resolutions. Strong writing and debugging skills are valued for this role.

Qualifications

• 2–3 years in a technical, customer-facing role.
• Strong written communication under pressure.
• Experience narrowing down problems and using browser dev tools.

Responsibilities

• Own first response and triage for US customers on your shift.
• Turn vague reports into reproducible cases, and hand them to engineering complete.
• Use our knowledge base, Zendesk automation and AI tooling to close routine issues fast.
• Add to the knowledge base every time you find a gap, so the next person doesn't hit the same wall.
• Grow toward independent tier-2 troubleshooting.

Skills

Customer-facing

Clear writing

Problem-solving

Browser dev tools

AI tooling

Tools

Zendesk

Jira

APIs

Python

Job description

Gorilla - Energy Margin Intelligence is seeking a proactive Support Analyst to be the first point of contact for American customers. You’ll triage issues, convert vague reports into actionable cases for engineering, and leverage AI tools to resolve routine problems efficiently.

You’ll be part of a hybrid-focused team, with travel across Europe and beyond, and you’ll help expand the knowledge base for faster resolutions. Strong writing and debugging skills are valued for this role.