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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 troubleshoot issues and translate technical root causes into clear solutions for customers, while feeding critical insights back to our Product and Engineering teams.

Responsibilities

Drive Technical Resolution - Deconstruct complex provisioning and API failures to investigate the "why" behind an error and prevent recurrence.
Troubleshoot Connectivity - Serve as the domain expert for network-related incidents, diagnosing issues like failed SIM activations or outages and guiding customers to resolution.
Empower Tier 1 Support - Act as a safety net and mentor for the 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 enhance the Gigs API and dashboard.

Requirements

2-3 years of experience in a technical role with customer-facing components.
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 bridge the gap between technology and users.
Comfortable investigating ambiguity and finding answers in a fast-changing environment.
Strong communication skills combined with a technical background.
Ability to easily understand the 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
Customer support

Location

New York

Work Type

Hybrid

Experience Level

Mid-level

Salary/Compensations

$150,000 - $180,000 USD

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.
The company is backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator.
Gigs is described 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.
The company is tackling deep technical and regulatory challenges to make connectivity truly seamless.
Gigs values in-person collaboration, believing the best ideas, decisions, and relationships are built when teams spend meaningful time together.
The company culture is designed around in-person collaboration, with flexibility for focused work that can be done remotely.
Expect regular time in hubs, occasional travel for team workshops, customer meetings, and company off-sites.
Offices are designed as home-inspired workspaces with plants, thoughtful tools, and small, tight-knit teams.
Gigs believes in rewarding excellence and sees employees as true partners in growth.