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# Technical Support Engineer

- **Company:** Gigs, Inc.
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Salary:** $150,000.0 - $180,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Software Bug Management, Software Debugging, Postman, Webhooks
- **Published:** October 20, 2026
- **Apply:** https://www.juju.com/job/23_9AD50B1B0E5524DA7E7CB76FD14E0DCB

## About the Role

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. 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.

## Description

The Role 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. This role is located in our New York hub. What You Will Do

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 -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. 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.