Technical Support Engineer

Gigs; Berlin; Hybrid; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

Gigs is hiring a Technical Support Engineer in Berlin to anchor our support operations, resolving complex provisioning and connectivity issues while owning a healthy support queue.

You will bridge between customers and our Product/Engineering teams, turning technical findings into clear solutions and documentation.

Qualifikationen

• Proficient in using debugging tools and tracing techniques.
• Ability to diagnose API and connectivity issues with minimal guidance.
• Strong written and verbal communication for customer interactions.
• Comfortable working in a fast-changing, high-ambiguity environment.

Aufgaben

• Drive technical resolution beyond quick fixes for provisioning and API failures.
• Troubleshoot connectivity issues and guide customers to resolution, including SIM activations and outages.
• Mentor and unblock Tier 1 support on escalated tickets and provide technical guidance.
• Translate technical root causes into clear customer communications and docs.
• Advocate for bug fixes and product improvements using support data to enhance APIs and dashboards.

Kenntnisse

Troubleshooting toolkit

Problem-solving mindset

Communication mastery

Operational agility

Tools

Postman

Jobbeschreibung

About Gigs

At Gigs, 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. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity. Our team of around 150 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We’re tackling deep technical and regulatory challenges to make connectivity truly seamless. If you’re driven by curiosity, creativity, and the chance to shape the future of telecom, we’d love to hear from you.

Things We Care About

We are building in a highly complex space and tackling a massive problem. We want people who lean in when things get hard.

• Speed. We move and we ship. We set bold deadlines and treat every week like it matters.
• Ownership. If you see something broken, fix it. We don't wait for permission.
• Customer Obsession. Our customers' product is our product.
• Ambiguity. We're building frontier technology in a complex domain. You'll need sound judgement and good instincts to make decisions without complete information.
• First principles. We don't ask how things have been done before. We ask why they were done that way at all.

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.

Salary range

• EU: €70,000 - 100,000

(The final offer depends on your background, skills, and how you perform through the process. We're open to considering outlier candidates, which may result in an adjustment to the scope and compensation)

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 - You will dive deep into network-related incidents. Whether it’s a failed SIM activation or an outage, you will use your technical toolkit to diagnose the issue and guide customers to a resolution, building deep domain expertise along the way.
• 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

• 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.

Work At Gigs

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.

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