# Technical Support Engineer

**Company:** [Gigs](https://hotfix.jobs/companies/gigs)
**Location:** New York, NY, Amsterdam, Netherlands, Berlin, Germany, Paris, France
**Role:** Support Engineering
**Salary:** €70k – €100k/yr
**Skills:** Postman, Webhooks, Rest, Api Debugging, Request Tracing, Network Troubleshooting, Sim Activation, Incident Management, Technical Documentation
**Posted:** 2026-08-11

> Serves as the technical escalation point for complex API, provisioning, and connectivity issues, while mentoring Tier 1 support and translating root causes for customers and internal teams. Requires strong troubleshooting, communication, and operational ownership skills.

## Job Description

## Responsibilities
- **Drive technical resolution:** Investigate complex provisioning and API failures, identify root causes, and help prevent recurring issues.
- **Troubleshoot connectivity:** Diagnose network-related incidents, including failed SIM activations and outages, and guide customers to resolution.
- **Empower Tier 1 support:** Serve as the escalation point for complex tickets and mentor Tier 1 support teammates.
- **Translate and document:** Turn technical findings into accessible documentation and clear customer communications.
- **Shape the platform:** Use support data to advocate for bug fixes and feature improvements with Product and Engineering.

## Requirements
- Experience troubleshooting APIs with tools such as Postman.
- Understanding of webhooks, REST, request tracing, and technical process flows.
- Strong communication skills and a technical background.
- Ability to investigate ambiguous problems in a fast-changing environment.
- Ability to prioritize urgent external requests and internal improvement projects while owning a support queue.

## Compensation and Benefits
- EU salary range: **€70,000–€100,000**.
- Stock options.
- Home-office or work-setup stipend.
- Learning and development budget.
- Free phone and international data plan.
- Flexible work arrangements with regular time in company hubs and occasional travel for workshops, customer meetings, and company off-sites.

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**Canonical:** https://hotfix.jobs/jobs/e1a1f286-af9f-491c-b6ab-deafeb14ac70