Remote Position
[Remote] Support Analyst
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Gorilla is the margin intelligence platform for energy retailers, helping energy companies understand where they make and lose money. The Support Analyst will be the first point of contact for American customers, triaging support requests, resolving routine issues with knowledge base and AI tools, documenting solutions, and progressing toward tier-2 troubleshooting.
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
- Two to three years in a technical, customer-facing role
- Writing that is clear, warm and precise, especially under pressure
- A structured way of narrowing down a problem, and comfort in browser dev tools
- Enough log and error literacy to say what you expected versus what you got
- Real experience with AI tools — including the times they've let you down
- Note that semi-frequent travel is required for this role, across Europe and beyond
- Nice to have: APIs, a little Python, Zendesk, Jira
Benefits
- Remote working is supported where there isn’t a Gorilla office nearby or regular travel to an office isn’t practical.
- From day one, you'll be equipped with the best laptop for your role.
- Wherever your location, you can expect a generous PTO allowance and health insurance coverage.
- Real room to leave your mark and grow your scope alongside the company.
- Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.
- Regular company off-sites through Gorilla Company-Wide Gatherings.
Company Overview