Support Analyst

🕒 September 3

🐊 Florida, Texas – Remote

🐊 Florida – Remote 🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Gorilla - Decisions, based on data

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

⚡ Energy

Energy

Gorilla - Decisions, based on data is a software scale-up that focuses on shaping the future of energy retail. Their mission is to empower enterprises with data-driven solutions for pricing, forecasting, and reporting, aimed at streamlining operations and reducing risk. With a cloud-based engine and advanced modeling software, Gorilla automates the processes of data collection, transformation, processing, and analysis. The company is committed to supporting energy retailers in achieving net zero ambitions and promoting sustainability through innovation and effective data usage.

📋 Description

• Serve as the first point of contact for American customers • Own first response and ticket triage for US customers during the assigned shift • Turn vague reports into reproducible cases • Hand complete cases to engineering • Use the knowledge base, Zendesk automation, and AI tooling to resolve routine issues quickly • Add knowledge-base documentation when gaps are identified • Develop toward independent tier-2 troubleshooting

🎯 Requirements

• Two to three years in a technical, customer-facing role • Clear, warm and precise writing, especially under pressure • Structured problem-solving approach • Comfort using browser developer tools • Log and error literacy sufficient to distinguish expected versus actual results • Real experience with AI tools, including understanding their limitations • APIs, a little Python, Zendesk, and Jira are nice to have • Semi-frequent travel across Europe and beyond is required • Primary location eligibility indicated as Georgia, with secondary locations Texas, US and Florida

🏖️ Benefits

• Flexible ways of working • Remote working where there is no nearby Gorilla office or regular office travel is impractical • Laptop provided from day one • Generous PTO allowance • Health insurance coverage • Professional growth and expanded scope opportunities • Lifelong learning and support for individual ambitions • Regular company-wide off-sites