Technical Support Engineer

Gigs
London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 2-3 yearsSkills: ["Communication","Problem-solving","Customer-facing","Mentoring","Ownership"]

Join the Technical Support team as the primary escalation point for complex connectivity issues, owning a healthy queue and guiding customers from API/debugging to live network troubleshooting. You’ll bridge technical root causes with clear customer outcomes, translate findings into accessible docs, and partner with Product and Engineering to shape the Gigs platform while expanding your domain expertise across API stacks and connectivity.

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FursaFursa
Gigs
Gigs
4 months ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Join the Technical Support team as the primary escalation point for complex connectivity issues, owning a healthy queue and guiding customers from API/debugging to live network troubleshooting. You’ll bridge technical root causes with clear customer outcomes, translate findings into accessible docs, and partner with Product and Engineering to shape the Gigs platform while expanding your domain expertise across API stacks and connectivity.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Drive Technical Resolution - Go beyond standard fixes to deconstruct complex provisioning and API failures, investigating the why behind an error to prevent recurrence.
  • •Troubleshoot Connectivity - Dive deep into network-related incidents, diagnose issues, and guide customers to a resolution while building domain expertise.
  • •Empower Tier 1 Support - Serve as the safety net and mentor for Tier 1, unblock escalated tickets, and provide technical guidance for less complex issues.
  • •Translate & Document - Turn technical findings into accessible documentation and clear customer communication.
  • •Shape the Platform - Use support data to champion bug fixes and feature improvements that enhance the Gigs API and dashboard.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityHome OfficeLearning Budget

Key Requirements

  • •2-3 years of experience in a technical role with customer-facing components.
  • •Experience troubleshooting APIs and networks and using tools like Postman to debug APIs.
  • •Strong problem-solving mindset and ability to investigate ambiguity in fast-changing environments.
  • •Excellent communication skills bridging technical concepts to customers.
  • •Ability to take ownership of queue and work autonomously with minimal supervision.
Experience:2-3 yearsTelecommunicationsAPINetworking
Skills:CommunicationProblem-solvingCustomer-facingMentoringOwnership
Languages:English
Tech Stack:PostmanRESTWebhooksAPIsNetworking

Company Brief

Gigs
Operates a blockchain-based marketplace and platform for musicians and fans, enabling NFT drops, digital collectibles, ticketing and fan engagement tools to monetize music, live events, and creator experiences using decentralized technologies.
Industry: Music Industry
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