Support Operations 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 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 Role

As 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 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 needs fixing

Genuine interest in AI, automation, and how they can make support smarter over time

Telco experience is not required; curiosity is

Salary Range

• $150000 - $180000 USD
• Before 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 work
• You prefer to specialize narrowly and wait for direction rather than taking initiative
• You’re uncomfortable making decisions with imperfect information or wearing mul