Technical Support Specialist

2 hours, 42 minutes ago
Full-time
Mid Level
Customer and Technical Support
Aircall

Aircall

Aircall provides a cloud-based business phone and communication platform designed for high-performing teams, enabling them to set up call centers and seamlessly integrate with CRM and helpdesk software to enhance productivity and customer experience.

Internet Software & Services
51-250
Founded 2014
$226M raised

Description

  • Investigate escalated issues involving integrations, APIs, telephony configuration, messaging, analytics, and platform behavior.
  • Troubleshoot CRM integrations with platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
  • Analyze webhook payloads, API responses, request logs, browser behavior, and HAR files using tools such as Postman and developer consoles.
  • Investigate AI features including transcription, AI Assist summaries, and AI Voice Agent behavior.
  • Diagnose authentication, permissions, call flows, number configuration, messaging, and reporting issues.
  • Lead live technical troubleshooting sessions and clearly communicate findings to customers and internal stakeholders.
  • Collaborate with Product, Engineering, external technology partners, and telecom providers to reproduce and resolve issues.
  • Train frontline support teams and create troubleshooting documentation and knowledge-base articles.
  • Monitor recurring issues and recommend improvements to support processes, products, and reliability.

Requirements

  • Experience in technical support within a SaaS, telecom, or platform-based company.
  • Strong technical troubleshooting, analytical, organizational, and problem-solving skills.
  • Experience working with APIs and webhooks.
  • Experience using Postman or similar API testing tools.
  • Experience investigating browser behavior with developer tools or HAR files.
  • Strong written and verbal English communication skills, including explaining technical issues to non-technical audiences.
  • Ability to manage multiple customer investigations simultaneously with a customer-focused approach.
  • CRM integration troubleshooting experience with Salesforce, HubSpot, or Zendesk (preferred).
  • Familiarity with Datadog, Looker, Jira, and Confluence (preferred).
  • Experience supporting AI-powered SaaS products, SMS/MMS/WhatsApp messaging, or remote and distributed teams (preferred).

Benefits

  • Competitive salary package and benefits.
  • Work-life balance and an emphasis on employee well-being.
  • Fast-learning, entrepreneurial environment with strong team collaboration.
  • International, multicultural workplace spanning 45+ nationalities.
  • Opportunities for growth in a rapidly scaling company.

Interested in this position?

Apply directly on the company website

Apply Now

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