Support Platform Engineer
Gigs LiveContent Monetization company
New York, United States$150K - $180KMid
Software Engineering
About the role
TL;DR
Support Platform Engineer at Gigs
- •As a Support Platform Engineer, you are the backbone of how Gigs delivers support at scale.
- •Key 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 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 Telco experience is not required; curiosity is
Required skills
Customer Service
Domain expertise
telecom