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About the Role
As a Technical Support Engineer, you will serve as the technical anchor for our support operations, exemplifying excellence in every response and taking ownership of a healthy queue to ensure the entire operation runs smoothly. You will act as the primary escalation point for complex connectivity challenges, navigating the entire technical stack to translate technical root causes into clear solutions for customers and feeding critical insights back to our Product and Engineering teams.
Responsibilities
- Drive Technical Resolution - Investigate the "why" behind an error to prevent it from recurring.
- Troubleshoot Connectivity - Diagnose network-related incidents using a technical toolkit and guide customers to a resolution.
- Empower Tier 1 Support - Act as the safety net and mentor for our Tier 1 support team, unblocking them on escalated tickets and providing technical guidance.
- Translate & Document - Turn technical findings into accessible documentation and clear customer communication.
- Shape the Platform - Use support data to champion bug fixes and feature improvements that directly enhance the Gigs API and dashboard.
Requirements
- Comfortable using tools like Postman to debug APIs.
- Grasp of core technical concepts (Webhooks, REST, request tracing, etc.) to trace technical process flows.
- Ability to investigate ambiguity and find answers in a fast-changing environment.
- Strong communication skills combined with a technical background.
- Ability to understand our platform and communicate complex concepts to customers.
- Take ownership of your queue, prioritizing urgent external requests alongside internal improvement projects without constant supervision.
Skills
- Postman
- API debugging
- Webhooks
- REST
- Request tracing
- Technical communication
- Problem-solving
- Customer support
Location
- US
- Europe
Work Type
- Hybrid
- In-person collaboration
- Remote work possible for focused tasks
Experience Level
- Mid-level
Salary/Compensations
- €70,000 - 100,000 (EU)
Benefits
- Competitive compensation
- Stock options
- Stipends for home office or work setup
- Budget for learning and development
- Free phone and international data plan
About the Company
- Gigs is building the operating system for mobile services, a platform that lets tech companies embed global connectivity into their products effortlessly.
- The company automates provisioning and removes telecom complexity for businesses.
- Gigs has a team of around 150 people across the US and Europe.
- Backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator.
- Comprised of early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify.
- Tackling deep technical and regulatory challenges to make connectivity truly seamless.