Gigs

Technical Support Engineer

New York

Sponsorship not specified$150k-$180kDetected 29 days ago

RESTCustomer SupportPostmanCommunicationCollaborationProblem Solving

About the role

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.
You will navigate the entire technical stack - from debugging API logs to troubleshooting live network connectivity issues for end-users.

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.
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.
Drive Technical Resolution - Go beyond standard fixes to deconstruct complex provisioning and API failures.

You have 2-3 years of experience in a technical role with customer-facing components.
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.
You don't just follow a runbook, you are comfortable investigating ambiguity and finding answers in a fast-changing environment.
Technical & Customer Background - You have 2-3 years of experience in a technical role with customer-facing components.
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.

$150000 - $180000 USD
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.

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?

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.
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.
What We Are Looking For
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.
At Gigs, we believe in rewarding excellence.

This listing is sourced directly from Gigs's careers page and normalized into a canonical job model.