Gigs
Support Platform Engineer
New York
Sponsorship not specified$150k-$180kDetected 29 days ago
Platform EngineeringCustomer SupportCollaboration
About the role
- This role sits at the intersection of Delivery and Scale.
- You're identifying what's driving them, feeding that back to Product and Engineering, and maintaining the AI tools and documentation infrastructure that keeps the entire operation improving over time.
- We're looking for someone who cares deeply about the customer experience, thinks in systems, and is always asking why something broke rather than just closing the ticket and moving on.
Responsibilities
- Own how we interact with our customer and partner end to end, across all channels, from first contact through resolution
- Maintain and improve the knowledge base and documentation infrastructure that powers our support operation and AI tools
- Configure, optimize, and improve the tooling and workflows the support team runs on
- Work closely with Technical Support on complex escalations, and with BizOps, Connectivity, and product teams when issues point to something systemic
- Contribute to automation and agentic support initiatives, helping define how AI fits into the support workflow
- Track and analyze support data to surface insights, measure performance, and drive continuous improvement
- Genuine interest in AI, automation, and how they can make support smarter over time
Requirements
- Experience in a customer-facing or operations role at a tech company, ideally in a B2B or B2B2C environment
- Telco experience is not required
Compensation
- At Gigs, we value in-person collaboration.
- We believe the best ideas, decisions, and relationships are built when teams spend meaningful time together, and our culture is designed around that belief.
- We support flexibility where it makes sense.
- Some focused work can be done remotely, and not every role or week looks the same.
- You should expect regular time in one of our hubs, as well as occasional travel for team workshops, customer meetings, and Gigs Republic, our bi-annual company off-site.
- Our offices are designed to feel like home-inspired workspaces, with plants, thoughtful tools, and small, tight-knit teams that make collaboration feel natural, energizing, and effective.
Benefits
- 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?
Company info
- What We Are Looking For
- Clear, concise communicator with both customers and internal teams
- At Gigs, we believe in rewarding excellence.
This listing is sourced directly from Gigs's careers page and normalized into a canonical job model.