Customer Support Engineer
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, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.
Your Role
We’re looking for a Customer Support Engineer who’s ready to take ownership of customer issues and grow into advanced technical troubleshooting. You’ll be the first to dive into reported problems, reproduce them, and resolve or escalate with clarity. You’ll start with Tier-2 troubleshooting (APIs, product usage, browser tools, light scripting) and steadily build toward handling complex integrations and deep debugging.
This is an opportunity to join a fast-moving SaaS scale-up, make an immediate impact on customer reliability, and expand your skills through real-world problem-solving.
What You’ll Do
Resolve Tier-1 and Tier-2 issues across APIs, product usage, and SaaS workflows
Reproduce and document bugs with clear steps, logs, and customer impact
Escalate cleanly to engineering teams with complete context
Communicate empathetically and proactively with customers, meeting SLAs
Maintain ticket quality in Zendesk and Jira
Spot recurring issues and share insights with Product and Engineering
Contribute to support documentation and knowledge base
Participate in a shared on-call rotation, including evenings and weekends
What Success Looks Like
You consistently meet response and resolution SLAs
Your escalations are structured, clear, and reduce rework for engineering
Customers rate your support 95%+ on CSAT
You independently resolve Tier-2 issues and expand into complex debugging
Within 12–18 months, you’re confidently handling advanced troubleshooting and guiding peers through technical challenges
What We’re Looking For
2+ years experience in technical support in SaaS
Hands-on experience with APIs, browser dev tools, and repro workflows
Familiarity with Python or scripting is a strong plus
Strong written and verbal communication skills
Structured, resilient problem-solver with technical curiosity
Reliable and motivated to take ownership in a high-growth environment
Remote First Option
Our flagship office is in Antwerp, and 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, giving you the freedom to choose where and how you work: from one of our offices (if you're nearby), from home, or a mix of both. Please note that you must be based in the UK, as we are not able to consider candidates living in other countries.
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 Spain.