Technical Support Engineer

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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.

Our team of around 100 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator.

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

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.

• 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.

• 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.

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.

• 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…