Technical Support Engineer

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.

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., * 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.

• Troubleshoot Connectivity - You will dive deep into network-related incidents. Whether it’s a failed SIM activation or an outage, you will use your technical toolkit to diagnose the issue and guide customers to a resolution, building deep domain expertise along the way.
• 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.
• Translate & Document - You will turn technical findings into accessible documentation and clear customer communication, ensuring knowledge is shared rather than siloed.
• 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.

• 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.
• Problem-Solving Mindset - You don’t just follow a runbook; you are comfortable investigating ambiguity and finding answers in a fast-changing environment.
• Communication Mastery - You combine strong communication skills with a technical background, allowing you to easily understand our platform and communicate complex concepts to our customers.
• Operational Agility - You take ownership of your queue, prioritizing urgent external requests alongside internal improvement projects without needing constant supervision.

At Gigs, we believe in rewarding excellence. We offer competitive compensation and stock options because we see you as a true partner in our growth. We also provide stipends for your home office or work setup, a budget for learning and development to fuel your career, and of course, a free phone and international data plan

At Gigs, we’re building the operating system for mobile services-a platform that lets tech companies embed global connectivity into their products effortlessly.

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.

Our team of around 150 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.

If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.