---
title: 'Support Analyst at Gorilla'
canonical: 'https://feeny.ai/job/support-analyst-gorilla-georgia-2dxd42pykqvh'
type: 'job'
last_seen: '2026-09-08'
---

# Support Analyst at Gorilla

- **Company:** Gorilla
- **Location:** Georgia
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.ashbyhq.com/gorilla/8b975976-34b7-4fe6-ac13-f4e7e6182a27

## Job description

## MISSION

Gorilla is the margin intelligence platform for energy retailers. We help some of the largest energy companies in UK, Europe, the US, and Australia understand where they make and lose money, from portfolio level down to individual customer contracts.

We are entering a phase where protecting and growing our existing customer base matters as much as winning new logos. Our annual renewals represent millions in recurring revenue, and every one of them is an opportunity to deepen the relationship, expand into new modules, and prove the compounding value of our platform.

## ABOUT THE ROLE

At Gorilla, we build the data platform energy retailers run on. Our software helps them price, forecast and serve their customers as the grid decarbonises, giving them the financial clarity to invest confidently in a cleaner energy system.

We're looking for a dedicated Support Analyst to be our first point of contact for American customers. Right now, every US ticket waits for our Belgium team to come online. You'd change that: the person US customers reach in their own morning, not several hours into someone else's afternoon.

This role is for you if you like turning a confused message into a solved problem, you write well enough that people relax the moment they read your reply, and you already use AI tooling every day — with real opinions about where it helps and where it quietly gets things wrong.

## RESPONSIBILITIES

- Own first response and triage for US customers on your shift
- Turn vague reports into reproducible cases, and hand them to engineering complete
- Use our knowledge base, Zendesk automation and AI tooling to close routine issues fast
- Add to the knowledge base every time you find a gap, so the next person doesn't hit the same wall
- Grow toward independent tier-2 troubleshooting

## WHAT YOU'LL BRING

- Two to three years in a technical, customer-facing role
- Writing that is clear, warm and precise, especially under pressure
- A structured way of narrowing down a problem, and comfort in browser dev tools
- Enough log and error literacy to say what you expected versus what you got
- Real experience with AI tools — including the times they've let you down
- Nice to have: APIs, a little Python, Zendesk, Jira

## WHAT'S IN IT FOR YOU

- Flexible ways of working – We’re a hybrid-first company, with offices designed for collaboration and connection. Where there isn’t a Gorilla office nearby or regular travel to an office isn’t practical, we support remote working. From day one, you'll be equipped with the best laptop for your role, so you have everything you need to do your best work. Note that semi-frequent travel is required for this role, across Europe and beyond.
- At Gorilla, we don't just watch the energy transition happen, we help make it viable. We build the intelligence layer that lets energy retailers see, steer, and protect their margins, giving them the financial clarity and operational room to invest confidently in renewables, storage, and flexibility. It's serious work with real impact on a cleaner energy system, and we have some fun along the way.
- Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage.
- At Gorilla, you'll work with genuinely sharp people on hard problems that matter. As we build the category leader in Energy Margin Intelligence, there's real room to leave your mark and grow your scope alongside the company. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.
- Regular company off-sites: We host Gorilla Company-Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Belgium, Portugal, the Netherlands, and Spain.

## About Gorilla

## Company Overview
- **One-liner**: Gorilla provides an Energy Margin Intelligence platform that unifies commercial, operational, and trading data to help energy retailers see, steer, protect, and grow their margins.
- **Entity Type**: Private (Series B)
- **Headquarters**: Antwerp, Belgium
- **Founded**: 2018
- **Founders**: Thomas Van Sundert, Tom Vroemans, Ruben Van Den Bossche

## Core Business
- **Primary industry**: Energy retail software / Energy Margin Intelligence
- **Target customers**: B2B – energy retailers, utilities, and commercial & industrial energy suppliers (enterprise segment)
- **Mission or purpose**: “Accelerate the global shift to carbon-neutral energy by empowering energy companies to reinvent their offerings with data to align financial and net-zero goals.”

## Products & Services
- **Gorilla Energy Margin Intelligence Platform**: A cloud-based SaaS platform that connects CRM, meter reads, pricing, forecasting, billing, hedging, and finance into a single governed data layer. Key capabilities include contract-level margin visibility, automated pricing and quoting, portfolio insights, and margin leakage prevention. The platform is designed for enterprise scale and security with full auditability, access controls, and data residency.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding – USD 31,191,306 (as of Series B, June 2024); Annual Revenue – estimated USD 3,500,000 (LinkedIn/Tracxn estimate)
- **Notable Investors/Partners**: Lead investors: Headline (Series B lead), Beringea (Series A lead). Partners include Salesforce E&U, Centrica Business Solutions, ScottishPower, Luminus, Gas South.
- **Growth Signals**: Renewed three-year partnership with Luminus (June 2026); helped Centrica reduce quote lead time from 3 days to 3 minutes; active hiring for senior roles (Head of Engineering, Head of Product, Enterprise CSM); presence across 7 countries (Belgium, UK, Germany, US, Netherlands, Portugal, Australia).

## Competitive Advantages
- **Industry-specific data foundation** built exclusively for energy retail, unlike generic BI or data platforms.
- **Proven enterprise traction** with major European utilities (Centrica, ScottishPower, Luminus) and a strong integration with Salesforce E&U.
- **Full auditability and compliance** (data residency, access controls) meeting the security requirements of large energy companies.
- **End-to-end margin intelligence** covering the entire commercial lifecycle (pricing, forecasting, billing, hedging) in one platform.

## Strategic Focus
- **Energy Margin Intelligence (EMI)** as the core product narrative, combining cultural, operational, and technological transformation.
- **Market-Wide Half Hourly Settlement (MHHS)** readiness – helping UK energy retailers adapt to new settlement rules and manage portfolio risk.
- **AI adoption** – using data foundations and AI to improve pricing, forecasting, and profitability in a volatile market.
- **Global expansion** – growing presence in the US (Austin office) and DACH region.

## Why Work Here
- **Culture**: “Data Ranger” ethos – values include openness, ownership, vulnerability, and flexibility. Emphasis on autonomy, fast feedback, and continuous growth.
- **Remote/Hybrid Policy**: Flexible – remote within the EU, with offices in Antwerp, London, Austin, and Germany. Team events and afterwork activities.
- **Perks & Development**: Personal development plan, mentoring, personal coach for every employee; mission-driven work contributing to net-zero transition.
- **Hiring Process**: Values alignment conversation, expertise check, CEO meeting – designed to be transparent and two-way.
- **Current Openings** (as of Dec 2025/2026): Head of Engineering, Head of Product, Enterprise CSM, Backend Software Engineer, Product Manager, People Business Partner, and more.

## Sources
1. [gorilla.co](https://www.gorilla.co/)
2. [gorilla.co/about/company](https://www.gorilla.co/about/company)
3. [gorilla.co/careers](https://www.gorilla.co/careers)
4. [LinkedIn](https://be.linkedin.com/company/gorilladata)
5. [Tracxn](https://tracxn.com/d/companies/gorilla/__F51_vT9UhTC9RnYiAzAwrIzCtURNipr-VXHSo4GFzFw)

## Other roles at Gorilla

- [QA Engineer](https://feeny.ai/job/qa-engineer-gorilla-belgium-fmzep525e1dp) — Belgium
- [Account Manager](https://feeny.ai/job/account-manager-gorilla-united-kingdom-10trfyfx6ea9) — United Kingdom
- [Sales Engineer](https://feeny.ai/job/sales-engineer-gorilla-united-kingdom-c5m7r8scg8gm) — United Kingdom
- [Sales Engineer](https://feeny.ai/job/sales-engineer-gorilla-germany-4j6zm3dgfn84) — Germany
- [Support Analyst](https://feeny.ai/job/support-analyst-range-mclean-sbxgrj9xrpzc) — Mclean, VA