Product Support Engineer, Gorilla
$55-80k
Data-driven solutions for utility pricing, forecasting and reporting
Job no longer available
Data-driven solutions for utility pricing, forecasting and reporting
21-100 employees
Job no longer available
$55-80k
21-100 employees
Company mission
Gorilla's mission is to accelerate the transformation of the energy & utility industry with energy data applications.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
If an energy provider is to scale over time, it is essential for it to take great care in conducting forecasts, reports and pricing that reflect the current state of the market. The most recent market data is used to achieve this, but such data is often not recent enough, and this can lead to great financial risk for energy providers.
Gorilla provides a data-driven analytics platform for energy providers, including tools for dynamic pricing, forecasting, and reporting that reflect real-time energy market data. The company claims that its technology can help energy providers increase their margins and mitigate risk, ultimately empowering them to streamline and scale their operations.
Whilst data-driven energy solutions are becoming increasingly common, these often concern areas such as sustainability or certificate trading, as opposed to Gorilla’s unique focus on forecasting, reporting and pricing. Through its tools, the company aims to help energy providers futureproof their operations, optimise revenue, and facilitate growth through accurate and rapid quoting.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jun 2024
$26.9m
SERIES B
Dec 2022
$7.1m
SERIES A
Total funding: $34m
Company benefits
- 🍏 Health insurance
- đź’» MacBook Pro (and iPhone for customer-facing roles)
- 🎓 Coaching for Growth Our coaching program supports every Data Ranger’s personal and professional development. Each team member receives 5 hours of one-on-one coaching annually with ICF-certified professional coaches through the Sharpist platform. We’ve carefully chosen Sharpist to ensure that our coaches bring experience in start-up and scale-up environments and reflect diverse backgrounds and perspectives, providing you with tailored guidance for your unique journey.
- 📱 Phone Subscription for all Data Rangers
- đź’» WFH Flexibility for Data Rangers We work flexibly. For most roles that's a mix of days in the office and days spent working from home. (See the specific job description for role-specific needs.)
- 🪩 Team Gatherings and Rituals We love coming together to celebrate our journey as Data Rangers! Twice a year, our Workplace team organizes Gorilla-wide gatherings where the entire team connects to celebrate our successes 💚. - In July 2024, we enjoyed a vibrant get-together in Amsterdam 🇳🇱. - In January 2025, we’re heading to Spain, for a grand celebration 🎪. Throughout the year, we also hold local meet-ups, after-work gatherings, and community-specific events to keep the Gorilla spirit alive!
- 📚 Gorilla University: Learning and Certification At Gorilla, we’re dedicated to empowering our Data Rangers with the skills to excel. Gorilla University is our in-house course that provides a deep dive into how our platform works. Through hands-on learning and comprehensive modules, you’ll gain insights into our tools, features, and processes—and, upon completion, receive a certification to recognize your expertise. This program equips you to make the most of our technology and drive impact with confidence.
- đź’µ The 401k is a 6% match: 3% employee contribution + 3% employer contribution
- 🇺🇸 25 working days + public holidays
Company HQ
Antwerp, Belgium
Leadership
Experience as Co-founder of tablebooker from 2012 to 2015. Cloud Architect, Director of Product Operations, and COO of November Five from 2014 to 2019.
Tom Vroemans
(Chairman)Experience as Co-founder of Appmiral from 2011 to 2021. Co-founder and CEO of November Five since 2008..
Salary benchmarks
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