At a Glance
- Tasks: Resolve complex technical issues and support our customers with seamless connectivity solutions.
- Company: Join a fast-growing tech company revolutionising mobile services with global connectivity.
- Benefits: Competitive pay, stock options, home office stipends, and learning budgets.
- Other info: Collaborative work environment with opportunities for growth and regular team engagement.
- Why this job: Be the technical hero who bridges technology and users while shaping the future of telecom.
- Qualifications: 2-3 years in a technical role with strong customer interaction skills.
The predicted salary is between 40000 - 50000 £ per year.
About Gigs
At Gigs, we are 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 is backed by nearly $100 million in funding from Ribbit Capital, Google, and Y Combinator. As one of the fastest-growing tech companies, we bring together early-stage engineers, product builders, and business athletes from companies like Stripe, Airbnb, and Shopify. We are tackling deep technical and regulatory challenges to make connectivity truly seamless. If you are driven by curiosity, creativity, and the chance to shape the future of telecom, we would love to hear from you.
Things We Care About
- 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 do not wait for permission.
- Customer Obsession: Our customers' product is our product.
- Ambiguity: We are building frontier technology in a complex domain. You will need sound judgement and good instincts to make decisions without complete information.
- First principles: We do not ask how things have been done before. We ask why they were done that way at all.
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. This role is located in our Amsterdam hub.
What You Will Do
- 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 is 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.
What We Are Looking For
- Technical & Customer Background: You have 2-3 years of experience in a technical role with customer-facing components. We are less concerned with job titles and more interested in your ability to bridge the gap between technology and users.
- 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 do not 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, prioritising urgent external requests alongside internal improvement projects without needing constant supervision.
Work At Gigs
At 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, energising, and effective.
What We Offer
At 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 plan.
Technical Support Engineer employer: Gigs
Gigs is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of Greater London. With a strong emphasis on employee growth, we offer numerous opportunities for professional development and career advancement, alongside competitive benefits that support work-life balance. Join us to be part of a forward-thinking team that values innovation and collaboration in the rapidly evolving connectivity sector.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Tip Number 1
Network like a pro! Attend tech meetups, webinars, or industry events where you can connect with folks from Gigs or similar companies. You never know who might be looking for a Technical Support Engineer just like you!
✨Tip Number 2
Show off your troubleshooting skills! When you get the chance to chat with potential employers, share specific examples of how you've tackled complex technical issues in the past. This will demonstrate your problem-solving mindset and operational agility.
✨Tip Number 3
Be ready to adapt! Gigs values speed and ownership, so during interviews, highlight times when you took initiative to fix problems without waiting for permission. This shows you're a perfect fit for their fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Gigs team and shaping the future of telecom.
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Technical Support Engineer role. Highlight your technical skills and customer-facing experience, showing us how you can bridge the gap between tech and users.
Showcase Your Problem-Solving Skills:We love a good problem solver! In your application, share examples of how you've tackled complex issues in the past. This will help us see your troubleshooting mindset in action.
Communicate Clearly:Since communication is key in this role, ensure your application is clear and concise. Use straightforward language to explain your technical background and how it relates to the position at Gigs.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Gigs
✨Know Your Tech Inside Out
As a Technical Support Engineer, you’ll need to be comfortable with tools like Postman and have a solid grasp of APIs, Webhooks, and REST. Brush up on these concepts before your interview, and be ready to discuss how you've used them in past roles.
✨Showcase Your Problem-Solving Skills
Gigs values a problem-solving mindset, so prepare examples of how you've tackled complex issues in the past. Think about times when you had to investigate ambiguity and find solutions without a clear path—this will demonstrate your ability to thrive in a fast-changing environment.
✨Communicate Clearly and Effectively
Strong communication skills are key for this role. Practice explaining technical concepts in simple terms, as you'll need to translate complex issues for customers. Consider doing mock interviews where you explain technical problems to someone without a tech background.
✨Emphasise Ownership and Initiative
Gigs looks for candidates who take ownership of their work. Be prepared to discuss instances where you identified a problem and took the initiative to fix it without waiting for permission. This shows that you align with their value of speed and ownership.
