Product Support Engineer L3

Join us at Gorilla, a pioneering SaaS company reshaping the energy sector landscape. Focusing on innovation, we provide cutting-edge data applications for energy retailers, revolutionising pricing, forecasting, and portfolio analysis.

Gorilla is a start-up on a fast-paced journey where innovation and your voice matter! We are expanding into the US and are on the lookout for passionate individuals to be part of our brand-new team in Austin, Texas.

Dive with us in complex challenges as we spearhead change in the energy and utility industry.

As part of the international customer success team, you are the key between Customer Success and Product Development and you will be working with a small team of passionate engineers, architects, and subject matter experts to serve and support our customers. 

Your role and responsibilities include:

• You are part of the customer success team and engage yourself to service our customers. Customer happiness is your main goal and diplomacy is your strategy to resolve incidents.
• You provide 2nd level incident support, pick up support tickets, gather information, and resolve issues in close collaboration with our engineering or subject matter expert team.
• You keep a complete overview of issues per client and resolutions underway and report on support performance.

• You make sure SLAs are met by creating and maintaining excellent standard procedures, meticulous documentation, and proper recording of all issues.
• You participate in an on-call schedule for P1 issues after business hours.
• In our fast-growing environment, you will always be looking to improve and adapt to the best way of working.

Gorilla is a startup that is surprisingly well organised for its size, mostly due to the business criticality of our work. As we receive daily benefits from personal development, we strongly encourage it. While we will push you to take responsibility for your growth, we will also give you time to grow.

Requirements

• You have a minimum of 2 years experience in with product / application support at a software or SaaS company
• You know what a developer needs to quickly analyse and debug an issue, and are excellent debugger yourself in terms of understanding where the actual issue lies (user mistake, misunderstanding, data, product, configuration).
• Strong communication skills and empathy are a must-have. You are an excellent relationship builder.
• You are a quick learner, and can easily digest new information.
• You are punctual and organised; you have a keen eye for details.
• Experience with Atlassian tooling, like JIRA and Confluence, is a plus.
• You’re an expert in prioritising and efficient task management.

Benefits

You become part of an ambitious organisation and an enthusiastic team with a mindset to win! As Gorilla is growing at an incredible pace, you can leave your mark - growing alongside Gorilla.

We actively challenge ourselves and our colleagues, in order to always improve our skills, methodology and capabilities. Lifelong learning is essentially embedded in our organisation, and we care about your individual dreams and ambitions, beyond just work.

On top of that, our remuneration approach is clear and no-nonsense, just like our feedback culture and personal development approach. You'll be able to join an international teams and to travel frequently to meet your colleagues in person.

Ready to be part of something big? Join us in Austin and let's innovate together! 🚀🇺🇸🦍