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Gigs · 4 days ago

Technical Support Engineer

New York, United States

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Gigs is building an operating system for mobile services, enabling tech companies to integrate global connectivity into their products. The Technical Support Engineer will serve as a technical anchor for support operations, troubleshooting complex connectivity issues and mentoring Tier 1 support staff.

SoftwareSubscription ServiceTelecommunicationsWireless

Hiring Manager

Gia Metreveli

Responsibilities

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