Technical Support Engineer

Gigs
New York
Workplace: HybridFull timeUSD 150,000 - 180,000 annuallyFunction: Customer Support (Service Desk)Experience: 2-3 yearsSkills: ["Communication","Problem-solving","Customer-facing","Mentoring","Ownership"]

Technical Support Engineer at a fast-growing telecom-enabled SaaS platform, serving as the technical anchor for support operations. You diagnose complex provisioning and API issues, troubleshoot connectivity, mentor Tier 1, translate technical findings into clear docs, and advocate for platform improvements with Engineering, in our New York hub.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Gigs
Gigs
1 year ago

Technical Support Engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Technical Support Engineer at a fast-growing telecom-enabled SaaS platform, serving as the technical anchor for support operations. You diagnose complex provisioning and API issues, troubleshoot connectivity, mentor Tier 1, translate technical findings into clear docs, and advocate for platform improvements with Engineering, in our New York hub.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the primary escalation point for complex connectivity challenges; navigate the full technical stack from API logs to live network issues.
  • •Drive technical resolution by deconstructing provisioning and API failures and investigating the 'why' behind errors.
  • •Empower Tier 1 Support by unblocking escalated tickets and providing technical guidance to handle less complex issues.
  • •Translate technical findings into accessible documentation and clear customer communication.
  • •Shape the Platform by partnering with Engineering to use support data to drive bug fixes and feature improvements.
Travel: Medium travel

Pay and Benefits

Salary: USD 150,000 - 180,000 annually
Equity and Bonus:Equity
Perks:EquityHome OfficeLearning BudgetPhone Plan

Key Requirements

  • •2-3 years of experience in a technical role with customer-facing components.
  • •Comfortable using tools like Postman to debug APIs and have a grasp of Webhooks, REST, and request tracing.
  • •Problem-solving mindset; able to investigate ambiguity and find answers in a fast-changing environment.
  • •Strong communication skills to bridge technology and customers.
  • •Ownership of queue and ability to prioritize urgent external requests alongside internal improvements.
Experience:2-3 yearsTelecommunicationsSaaS
Skills:CommunicationProblem-solvingCustomer-facingMentoringOwnership
Languages:English
Tech Stack:PostmanRESTWebhooksAPIs

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
Website