Technical Support Engineer

The Role

As a Technical Support Engineer, you will serve as the technical anchor for our support operations. You exemplify excellence in every response - whether to a business customer or an end-user - intuitively adapting to their distinct perspectives. You do not just close the tickets assigned to you; you take ownership of a healthy queue, ensuring the entire operation runs smoothly.

In this role, you will act as the primary escalation point for complex connectivity challenges that stump our Tier 1 partners. You will navigate the entire technical stack - from debugging API logs to troubleshooting live network connectivity issues for end-users. You will act as a bridge, translating technical root causes into clear solutions for customers while feeding critical insights back to our Product and Engineering teams.

You ensure that when a user needs to connect, the Gigs platform delivers.

Salary range:

• EU: 70,

(The final offer depends on your background, skills, and how you perform through the process. We're open to considering outlier candidates, which may result in an adjustment to the scope and compensation)

• Drive Technical Resolution
  - Go beyond standard fixes to deconstruct complex provisioning and API failures. You will investigate the "why" behind an error to prevent it from recurring.
• Troubleshoot Connectivity
  - You will dive deep into network-related incidents. Whether it's a failed SIM activation or an outage, you will use your technical toolkit to diagnose the issue and guide customers to a resolution, building deep domain expertise along the way.
• Empower Tier 1 Support
  - Act as the safety net and mentor for our Tier 1 support team. You will unblock them on escalated tickets and provide the technical guidance they need to handle less complex issues independently.
• Translate & Document
  - You will turn technical findings into accessible documentation and clear customer communication, ensuring knowledge is shared rather than siloed.
• Shape the Platform
  - You are the customer advocate in the room with Engineering. You will use support data to champion bug fixes and feature improvements that directly enhance the Gigs API and dashboard.

• Troubleshooting Toolkit
  - You are comfortable using tools like Postman to debug APIs and have a grasp of core technical concepts (Webhooks, REST, request tracing, etc.) to trace technical process flows.
• Problem-Solving Mindset
  - You don't just follow a runbook; you are comfortable investigating ambiguity and finding answers in a fast-changing environment.
• Communication Mastery
  - You combine strong communication skills with a technical background, allowing you to easily understand our platform and communicate complex concepts to our customers.
• Operational Agility
  - You take ownership of your queue, prioritizing urgent external requests alongside internal improvement projects without needing constant supervision.