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GigsGigsNew York, NY

Technical Support Engineer

Technical Support Engineer resolves complex API and network connectivity issues for customers, mentors Tier 1 support, and feeds insights to engineering. Requires 2-3 years technical/customer experience, strong troubleshooting with tools like Postman, REST, and Webhooks.

150k – 180k
Hybrid2+ YOESupport Engineering

About the role

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 - 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.
  • 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

  • Technical & Customer Background - You have 2-3 years of experience in a technical role with customer-facing components. We are less concerned with job titles and more interested in your ability to bridge the gap between technology and users.
  • 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.

Salary Range: $150,000 - $180,000 USD

Skills

PostmanREST APIsWebhooksApi DebuggingRequest TracingNetwork TroubleshootingSim ProvisioningConnectivity Issues

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