Customer Support Analyst

About Gorilla 🦍🌱

Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you'll play a vital role in delivering cutting-edge data solutions for a lower-carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximizing ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.

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About the Customer Team

We are at the forefront of shaping the customer journey, from the first signature to creating loyal advocates. We manage the post-sales experience, ensuring every touchpoint leaves our customers not just satisfied but truly inspired. As we expand globally, we’re on the lookout for motivated talent to help us craft the future of customer experience. Our team is full of energy and ambition, driven to create an unboxing experience that sets a new standard. We believe in building a community of changemakers—join us and be a part of something extraordinary.

This role is for you if you get excited by the challenge of solving complex technical puzzles, are passionate about transforming and automating workflows for greater impact, and love creating seamless, meaningful experiences for customers and teams across the globe.

You will report to: Willem Torfs and work in a team with Katie Kim

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What you'll do in your first 6- 12 months 🦍 🎯

1. Quickly resolve technical issues to minimize impact and keep customers delighted, building your expertise in our platform along the way.
2. Empower customers to become more self-sufficient by proactively providing helpful resources and reducing repetitive support requests.
3. Master our product’s technicalities and become the go-to expert for troubleshooting and problem-solving across Python scripts and API integrations.
4. Collaborate with cross-functional teams, ensuring your insights from customer interactions contribute to continuous product improvements.
5. Innovate support processes, exploring automation and workflow improvements that make the support experience faster and more efficient.

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What You'll Need 👩‍💻🎒

• A love for problem-solving: You enjoy the challenge of diagnosing technical issues and offering creative solutions, especially in fast-paced environments.
• Python proficiency: Comfortable reading, writing, and debugging Python scripts, you're eager to use these skills in real-world scenarios.
• API integration experience: You've worked with RESTful APIs and enjoy troubleshooting complex integrations for customers.
• Clear communicator: You're skilled at translating complex technical terms into simple language, helping customers and teams understand without the jargon.
• A startup mindset: You’re adaptable, used to wearing multiple hats, and thrive when working in a dynamic, ever-evolving environment.
• Critical thinker: You don’t just solve problems—you anticipate them and seek to improve processes and customer experiences proactively.
• Team player: You love collaborating across teams and time zones to turn feedback into action, contributing to the overall success of the company.

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Where and how you’d work 🌎🏠

Remote First Option: Our flagship office is in Antwerp. We also have an office in London and co-working spaces in Reading (UK), Austin (US), and Melbourne (ANZ). This is a Remote-First role. You have a choice in where and how you work. That means if you want to do your thing in the office (if you're near one), at home, or a bit of both, it's up to you.

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What's in it for you 👀💰

• Flexible work options - whether you choose Office Mix or Remote First Mix (currently available within certain timezones and locations). We offer country-specific mobility benefits and the ability to work flexible hours. You will be equipped with the best technology for remote work.
• A job with purpose At Gorilla, we’re not just watching the world change—we’re making it happen! 🌍⚡ We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we’re here to make a big impact and have some fun along the way.
• Remuneration Approach, which is clear and no-nonsense based on your experience and location.
• Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage.
• Career Growth opportunities As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.
• International Travel We host Gorilla Company Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Portugal, Amsterdam, and Wallonia.