Support Operations Engineer

Gigs; New York (NY); Hybrid; USD 150,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Stock options

Home office stipends

Learning and development budget

Free phone and international data plan

Job summary

A cutting-edge tech company in New York is seeking an experienced professional to manage customer interactions, analyze support data, and contribute to AI-driven initiatives. The ideal candidate will have a strong analytical mindset, a technical aptitude, and thrive in an ambiguous environment. Excellent communication skills are essential. This role offers competitive compensation and flexibility with some remote work opportunities. Join us to shape the future of telecom and empower global connectivity.

Qualifications

• Experience in a customer-facing or operations role at a tech company.
• Ability to work with data and draw conclusions.
• Comfortable learning complex tooling quickly.

Responsibilities

• Own customer and partner interactions end to end.
• Identify recurring issues and provide actionable improvements.
• Maintain and improve the knowledge base.

Skills

Analytical mindset

Technical aptitude

Clear communication

Self-directed

Interest in AI and automation

Job description

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 100 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator, is one of the fastest‑growing tech companies. We bring 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.

What You Will Do

• Own how we interact with our customer and partner end to end, across all channels, from first contact through resolution
• Identify recurring issues and escalation patterns and translate them into actionable improvements for Product, Engineering, and internal processes
• 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

What We Are Looking For

• Experience in a customer‑facing or operations role at a tech company, ideally in a B2B or B2B2C environment
• Strong analytical mindset; comfortable working with data and drawing conclusions from it
• High technical aptitude; ability to understand how products work and learn complex tooling quickly
• Clear, concise communicator with both customers and internal teams
• Self‑directed and comfortable with ambiguity; don’t wait to be told what needs fixing
• Genuine interest in AI, automation, and how they can make support smarter over time
• Telco experience is not required; curiosity is key

Salary Range: $150000 - $180000 USD

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 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.

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.

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