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.

What We Are Looking For

• 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.

Before You Apply...

The truth is, what we're building isn't easy. We expect a lot, and operate with urgency and ownership. This won’t be the right place for everyone, and that’s okay.

This role probably isn't a fit if:

• You need a lot of structure, or layers of process to do your best work
• You prefer to specialize narrowly and wait for direction rather than taking initiative
• You’re uncomfortable making decisions with imperfect information or wearing multiple hats
• You’re looking for a “big company” setup — we’re still building many things for the first time

But if you’re excited by the idea of building from zero, working with passion, and leaving your mark on something that matters — we’d love to meet you.

Work at Gigs

At Gigs, we know that different work styles and teams thrive in different environments. Some work best remotely, while others rely on in-person collaboration to spark creativity and drive execution. We’re remote-friendly by design, but we also offer hubs for those who need the energy and focus that only in-person collaboration can bring.

• Gigs Pads: Our hubs in San Francisco, London, Amsterdam, and Berlin are vibrant spots where Gigsters connect, collaborate, and create together.
• Gigs Republic: Twice a year, our entire company comes together to strengthen bonds, align on big ideas, and share experiences that fuel our culture and ignite growth.

What We Offer

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

Want to learn more about our benefits, hubs, and what it’s like to work at Gigs? Check out our Careers page.