Support Platform Engineer

About Gigs At 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 150 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. Things We Care About We are building in a highly complex space and tackling a massive problem. We want people who lean in when things get hard. Speed. We move and we ship. We set bold deadlines and treat every week like it matters. Ownership. If you see something broken, fix it. We don't wait for permission. Customer Obsession . Our customers' product is our product. Ambiguity. We're building frontier technology in a complex domain. You'll need sound judgement and good instincts to make decisions without complete information. First principles. We don't ask how things have been done before. We ask why they were done that way at all. The Role As a Support Platform 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 Do 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 What We Are Looking For Experience in a customer-facing or operations role at a tech company, ideally in a B2B or B2B2C environment Strong analytical mindset, you're comfortable working with data and drawing conclusions from it High technical aptitude, you need to be able to understand how products work and learn complex tooling quickly Clear, concise communicator with both customers and internal teams Self-directed and comfortable with ambiguity, you don't wait to be told what need