Technical Support Engineer — Connectivity Platform

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

Benefits offered by this job

Stock options

Home office stipend

Learning budget

Phone + data plan

Job summary

Gigs is seeking a Technical Support Engineer in New York to serve as the technical anchor for our support operations. You will handle complex connectivity issues, translate root causes into clear customer solutions, and own a healthy support queue while coordinating with Product and Engineering.

You will escalate, debug APIs, troubleshoot live network issues, and translate findings into docs and customer communications, all to ensure the platform delivers a reliable experience for users.

Qualifications

• 2-3 years of experience in a technical role with customer-facing components.
• Strong communication skills to explain complex concepts to customers.
• Ability to own and manage support queue and priority issues.

Responsibilities

• Drive technical resolution by deconstructing provisioning and API failures and identifying root causes.
• Troubleshoot connectivity and guide customers to resolution on network-related issues.
• Mentor and unblock Tier 1 support on escalated tickets with technical guidance.
• Translate technical findings into accessible documentation and customer communication.
• Advocate for bug fixes and feature improvements using support data to enhance the Gigs API and dashboard.

Skills

Customer-facing experience

Technical communication

Queue ownership

Tools

Postman

REST

Webhooks

Request tracing

Job description

Gigs is seeking a Technical Support Engineer in New York to serve as the technical anchor for our support operations. You will handle complex connectivity issues, translate root causes into clear customer solutions, and own a healthy support queue while coordinating with Product and Engineering.

You will escalate, debug APIs, troubleshoot live network issues, and translate findings into docs and customer communications, all to ensure the platform delivers a reliable experience for users.