# Support Operations Engineer

**Company:** [Gigs](https://hotfix.jobs/companies/gigs)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $150k – $180k/yr
**Skills:** AI, Automation, Data Analysis, Support Tooling, Knowledge Base Management, Zendesk, Intercom, SQL, Python, Jira
**Posted:** 2026-03-16

> Support Operations Engineer owns customer interactions end-to-end, identifies recurring issues for product/engineering improvements, maintains AI-powered knowledge bases and support tooling, and analyzes data for operational enhancements in a B2B tech environment.

## Job Description

## 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, you're comfortable working with data and drawing conclusions from it
- High technical aptitude, you need to be able 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, you 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

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

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**Apply:** https://hotfix.jobs/jobs/bdb4cd17-2623-43a5-9345-56f093bf6eaa
**Canonical:** https://hotfix.jobs/jobs/bdb4cd17-2623-43a5-9345-56f093bf6eaa