Technical Support Engineer

<div class="content-intro"><h2><strong>About Gigs</strong></h2> <p data-start="67" data-end="227">At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.</p> <p class="p1">Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.</p> <p data-start="585" data-end="974">Our team of around 100 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless.</p> <p class="p1">If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.</p></div><h2 data-start="149" data-end="160">The Role</h2> <p>As a Technical Support Engineer, you will serve as the technical anchor for our support operations. You exemplify excellence in every response - whether to a business customer or an end-user - intuitively adapting to their distinct perspectives. You do not just close the tickets assigned to you; you take ownership of a healthy queue, ensuring the entire operation runs smoothly.</p> <p>In this role, you will act as the primary escalation point for complex connectivity challenges that stump our Tier 1 partners. You will navigate the entire technical stack - from debugging API logs to troubleshooting live network connectivity issues for end-users. You will act as a bridge, translating technical root causes into clear solutions for customers while feeding critical insights back to our Product and Engineering teams. You ensure that when a user needs to connect, the Gigs platform delivers.</p> <p data-start="838" data-end="873">This role is located in our New York hub. </p> <h2 data-start="875" data-end="894">What You Will Do</h2> <ul> <li>Drive Technical Resolution - Go beyond standard fixes to deconstruct complex provisioning and API failures. You will investigate the "why" behind an error to prevent it from recurring.</li> <li>Troubleshoot Connectivity - Serve as the domain expert for network-related incidents. Whether it’s a failed SIM activation or an outage, you will diagnose the issue and guide customers to a resolution.</li> <li>Empower Tier 1 Support - Act as the safety net and mentor for our Tier 1 support team. You will unblock them on escalated tickets and provide the technical guidance they need to handle less complex issues independently.</li> <li>Translate Document - You will turn technical findings into accessible documentation and clear customer communication, ensuring knowledge is shared rather than siloed.</li> <li>Shape the Platform - You are the customer advocate in the room with Engineering. You will use support data to champion bug fixes and feature improvements that directly enhance the Gigs API and dashboard.</li> </ul> <h2 data-start="1420" data-end="1434">What We Are Looking For</h2> <ul> <li>Technical Customer Background - You have 2-3 years of experience in a technical role with customer-facing components. We are less concerned with job titles and more interested in your ability to bridge the gap between technology and users.</li> <li>Troubleshooting Toolkit - You are comfortable using tools like Postman to debug APIs and have a grasp of core technical concepts (Webhooks, REST, request tracing, etc.) to trace technical process flows.</li> <li>Problem-Solving Mindset - You don’t just follow a runbook, you are comfortable investigating ambiguity and finding answers in a fast-changing envir ... (truncated, view full listing at source)