About GigsAt Gigs, we're building the operating system for mobile services—a platform that lets tech companies embed global connectivity into their products effortlessly.Just as Stripe lets any business add a payment button in seconds, Gigs empowers platforms to weave in connectivity—bridging the traditional world of telecom with modern tech. From fintechs launching mobile services to HR platforms offering work phone plans, we automate provisioning and remove telecom complexity.Our team of around 100 people across the US and Europe, backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, bringing together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We're tackling deep technical and regulatory challenges to make connectivity truly seamless.If you're driven by curiosity, creativity, and the chance to shape the future of telecom, we'd love to hear from you.The RoleAs a Support Operations Engineer, you are the backbone of how Gigs delivers support at scale.This role sits at the intersection of Delivery and Scale. You're not just closing tickets. You're identifying what's driving them, feeding that back to Product and Engineering, and maintaining the AI tools and documentation infrastructure that keeps the entire operation improving over time.We're looking for someone who cares deeply about the customer experience, thinks in systems, and is always asking why something broke rather than just closing the ticket and moving on. You'll be working across customer interactions, operational processes, and data, and you'll be expected to bring your full brain to all three.This is an early and foundational role on a team we're building intentionally. The people who do well here are the ones who see a gap and fix it, who notice patterns before anyone asks them to, and who make the people around them better.This role is located in our New York hub.What You Will DoOwn how we interact with our customer and partner end to end, across all channels, from first contact through resolutionIdentify recurring issues and escalation patterns and translate them into actionable improvements for Product, Engineering, and internal processesMaintain and improve the knowledge base and documentation infrastructure that powers our support operation and AI toolsConfigure, optimize, and improve the tooling and workflows the support team runs onWork closely with Technical Support on complex escalations, and with BizOps, Connectivity, and product teams when issues point to something systemicContribute to automation and agentic support initiatives, helping define how AI fits into the support workflowTrack and analyze support data to surface insights, measure performance, and drive continuous improvementWhat We Are Looking ForExperience in a customer-facing or operations role at a tech company, ideally in a B2B or B2B2C environmentStrong analytical mindset, you're comfortable working with data and drawing conclusions from itHigh technical aptitude, you need to be able to understand how products work and learn complex tooling quicklyClear, concise communicator with both customers and internal teamsSelf-directed and comfortable with ambiguity, you don't wait to be told what needs fixingGenuine interest in AI, automation, and how they can make support smarter over timeTelco experience is not required; curiosity isSalary Range: $150000 - $180000 USDBefore You Apply...The truth is, what we're building isn't easy. We expect a lot, and operate with urgency and ownership. This won't be the right place for everyone, and that's okay.This role probably isn't a fit if:You need a lot of structure, or layers of process to do your best workYou prefer to specialize narrowly and wait for direction rather than taking initiativeYou're uncomfortable making decisions with imperfect information or wearing multiple hatsYou're looking for a “big company” setup — we're still building many things for the first timeBut if you're excited by the idea of building from zero, working with passion, and leaving your mark on something that matters — we'd love to meet you.Work at GigsAt Gigs, we value in-person collaboration. We believe the best ideas, decisions, and relationships are built when teams spend meaningful time together, and our culture is designed around that belief. We support flexibility where it makes sense. Some focused work can be done remotely, and not every role or week looks the same. You should expect regular time in one of our hubs , as well as occasional travel for team workshops, customer meetings, and Gigs Republic, our bi-annual company off-site . Our offices are designed to feel like home-inspired workspaces, with plants, thoughtful tools, and small, tight-knit teams that make collaboration feel natural, energizing, and effective.What We OfferAt Gigs, we believe in rewarding excellence. We offer competitive compensation and stock options because we see you as a true partner in our growth. We also provide stipends for your home office or work setup, a budget for learning and development to fuel your career, and of course, a free phone and international data planWant to learn more about our benefits, hubs, and what it's like to work at Gigs? Check out our Careers page.#J-18808-Ljbffr