# Technical Support Engineer

**Company:** [Gigs](https://hotfix.jobs/companies/gigs)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $150k – $180k/yr
**Experience:** 2+ years
**Skills:** Postman, REST APIs, Webhooks, Api Debugging, Request Tracing, Network Troubleshooting, Sim Provisioning, Connectivity Issues
**Posted:** 2026-02-18

> 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.

## Job Description

## 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**

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**Apply:** https://hotfix.jobs/jobs/30027b74-705a-4abc-b54a-244d477a6b67
**Canonical:** https://hotfix.jobs/jobs/30027b74-705a-4abc-b54a-244d477a6b67