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 in technical support, SaaS, or product operations

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.

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