Support Analyst

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Act as the initial point of contact for customers in the United States.

• Manage first responses and ticket triage for US clients during your assigned shift.

• Transform unclear reports into reproducible cases.

• Forward completed cases to the engineering team.

• Utilize the knowledge base, Zendesk automation, and AI tools to swiftly address routine issues.

• Contribute to knowledge-base documentation when gaps are discovered.

• Progress towards independent tier-2 troubleshooting capabilities.

⛳️ Requirements

• Two to three years of experience in a technical, customer-facing position.

• Ability to write clearly, warmly, and accurately, particularly under pressure.

• A structured approach to problem-solving.

• Proficiency in using browser developer tools.

• Sufficient log and error literacy to differentiate between expected and actual outcomes.

• Practical experience with AI tools, including an understanding of their limitations.

• Familiarity with APIs, basic Python, Zendesk, and Jira is advantageous.

• Willingness to travel semi-frequently across Europe and beyond.

• Eligibility for primary location in Georgia, with secondary locations in Texas, US, and Florida.

🏝️ Benefits

• Flexible working arrangements.

• Remote work option available when a nearby Gorilla office is not accessible or regular office travel is impractical.

• Laptop provided from day one.

• Generous paid time off (PTO) allowance.

• Comprehensive health insurance coverage.

• Opportunities for professional growth and expanded responsibilities.

• Support for lifelong learning and individual ambitions.

• Regular company-wide off-site events.