About GigSky GigSky is a global eSIM and mobile connectivity company that keeps travellers and businesses connected around the world. We're headquartered in the US, with teams in India, Canada, the US and Denmark. About the role Reporting to the Head of Customer Care, you'll be the technical escalation point for complex customer issues that can't be resolved through self-service, our AI assistant or frontline support. You'll work closely with Engineering, Network Operations and Product to resolve issues across eSIM installation and activation, connectivity, network behaviour, and account and plan provisioning — and help make sure the same issues don't come back. What you'll do Own complex customer escalations end to end, keeping customers updated through to resolution Troubleshoot eSIM installation, activation, provisioning, connectivity, network, account and plan issues using internal systems, logs and diagnostic tools Escalate confirmed defects, network incidents and provisioning failures to Engineering and Network Operations with clear documentation and evidence Spot recurring issues and tell isolated problems apart from wider product, platform, carrier or network incidents Be the voice of the customer — turn pain points into actionable insights for Product, Engineering, Network Operations and Customer Care leadership Document troubleshooting steps,



known issues and resolutions in the internal knowledge base Provide technical guidance and escalation support to frontline Customer Care teams Identify repeatable fixes that can move into our AI assistant, self-service workflows, automation or Help Center content Support incident response when technical or network problems drive up customer contacts Help improve escalation processes and operational readiness as our Customer Care model evolves What we're looking for 2 years in technical customer support, telecom support, SaaS technical support or a similar troubleshooting role Strong analytical skills and the ability to investigate complex issues across multiple systems Comfort reading and interpreting logs, error messages and other diagnostic data Ability to turn customer-reported problems into clear, actionable information for technical teams A strong ownership mindset, from first escalation through to resolution Excellent written and verbal communication — able to explain technical concepts to technical and non-technical audiences Strong documentation skills and attention to detail Comfort in a quick-moving environment where processes and technology keep evolving Nice to have Experience with eSIMs, mobile connectivity, roaming, carrier networks or wireless technologies Familiarity with APNs, IMSIs, mobile-network registration, provisioning or roaming profiles Experience partnering with Engineering, Network Operations or Product on escalated issues Experience with Intercom, Zendesk or similar support platforms Experience with AI-assisted customer support or support automation

📌 Technical Support Specialist – Customer Care (India)
🏢 GigSky
📍 India