Job DescriptionAbout GigSky
nGigSky 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.
nAbout the role
nReporting 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.
nWhat you'll do
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- Own complex customer escalations end to end, keeping customers updated through to resolutionn
- Troubleshoot eSIM installation, activation, provisioning, connectivity, network, account and plan issues using internal systems, logs and diagnostic toolsn
- Escalate confirmed defects,



network incidents and provisioning failures to Engineering and Network Operations with explicit documentation and evidencen
- Spot recurring issues and tell isolated problems apart from wider product, platform, carrier or network incidentsn
- Be the voice of the customer — turn pain points into actionable insights for Product, Engineering, Network Operations and Customer Care leadershipn
- Document troubleshooting steps, known issues and resolutions in the internal knowledge basen
- Provide technical guidance and escalation support to frontline Customer Care teamsn
- Identify repeatable fixes that can move into our AI assistant, self-service workflows, automation or Help Center contentn
- Support incident response when technical or network problems drive up customer contactsn
- Help improve escalation processes and operational readiness as our Customer Care model evolvesn

nWhat we're looking for
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- 2+ years in technical customer support, telecom support, SaaS technical

📌 Technical Support Specialist (Bengaluru)
🏢 GigSky
📍 Bengaluru