Support Platform Engineer

About the Company

At Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly. We are a fast-growing team backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator.

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

Requirements

• Experience in a customer-facing or operations role at a tech company, ideally in a B2B or B2B2C environment
• Strong analytical mindset with comfort working with data
• High technical aptitude and ability to learn complex tooling quickly
• Clear, concise communicator with both customers and internal teams
• Self-directed and comfortable with ambiguity
• Genuine interest in AI and automation

Benefits

• Competitive compensation and stock options
• Home office or work setup stipends
• Learning and development budget
• Free phone and international data plan