Support Operations Engineer
About the role
Support Operations Engineer role at Gigs, a YC-backed company building the operating system for embedded telecom connectivity. Located in New York or remote (US). Full-time engineering role focused on scalable support delivery, customer experience, and AI-enabled support tooling.
Responsibilities
- 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
Qualifications
- Experience in a customer-facing or operations role at a tech company, ideally in a B2B or B2B2C environment
- Strong analytical mindset, comfortable working with data and drawing conclusions
- High technical aptitude, ability to understand product and learn complex tooling quickly
- Clear, concise communicator with customers and internal teams
- Self-directed and comfortable with ambiguity, proactive fix-oriented mindset
- Genuine interest in AI, automation, and how they can improve support
- Telco experience not required; curiosity is fine
Skills
Benefits
- competitive compensation and stock options
- stipends for home office or work setup
- budget for learning and development
- free phone and international data plan
About Gigs
Stripe for phone plans.
At Gigs, we're building the operating system for mobile services - a platform that enables tech companies to seamlessly embed connectivity into their products. Just as Stripe enables businesses to embed a payment button into any product, Gigs enables businesses to add a connect button and issue SIMs with a single click or API call. From fintechs launching mobile services to HRIS platforms offering work phone plans, we automate phone plan provisioning. We're solving complex technical, operational and regulatory challenges to make connectivity truly effortless. We've grown to a team of around 90 people across the US and Europe, bringing together an experienced team of early-stage engineers, product builders and business athletes from companies like Stripe, Airbnb and Shopify. We know what it takes to solve hard problems. With almost $100MM in funding from Ribbit Capital, Google and Y Combinator, Gigs is one of the fastest growing tech companies. Building on our strong foundation, we’re looking for exceptional candidates who want to do the best work of their lives in a high-paced environment, surrounded by a highly talented, ambitious team. You’ll be joining at an exciting inflection point in our company’s history. At sub-100 people and with a year of hyper-growth ahead of us, opportunity is abundant.
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