Support Platform Engineer

Gigs•New York, NY

25d•$150,000 - $180,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Telco experience is not required; curiosity is

Responsibilities

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