Network engineer

1 month, 3 weeks ago
Full-time
Mid Level
DevOps and Infrastructure
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 voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls.
  • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications.
  • Analyze logs, signaling data, and call traces to identify root causes of calling issues.
  • Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues.
  • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues.
  • Translate complex technical findings into clear explanations for customers and internal stakeholders.
  • Work closely with Engineering and Product teams to diagnose platform-level issues.
  • Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing problems.
  • Train frontline support teams on voice-quality troubleshooting and escalation best practices.
  • Create and maintain internal troubleshooting documentation.
  • Monitor support trends and identify recurring voice-quality issues.
  • Recommend improvements to product features, support processes, and customer troubleshooting workflows.

Requirements

  • You speak fluent German.
  • Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role.
  • Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing.
  • Solid understanding of IP networking fundamentals, including TCP/IP, NAT, VLANs, QoS, LAN/WAN.
  • Experience troubleshooting real-time communications issues such as poor audio quality, dropped calls, or call routing failures.
  • Strong written and verbal communication skills in English.
  • Ability to clearly explain complex technical issues to both technical and non-technical audiences.
  • Strong organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment.
  • Customer-focused mindset and strong problem-solving skills.
  • Experience troubleshooting WebRTC-based communication platforms is preferred.
  • Experience working with telecom carriers or telephony providers is preferred.
  • Familiarity with packet capture analysis (PCAP) or SIP trace analysis is preferred.
  • Familiarity with monitoring and observability tools such as Datadog is preferred.
  • Familiarity with analytics tools such as Looker is preferred.
  • Experience using Zendesk and Atlassian tools such as Jira and Confluence is preferred.
  • Familiarity with IVR, ACD, and call-routing configurations is preferred.
  • CCNA or similar networking certification is preferred.

Benefits

  • Competitive salary package and benefits.
  • Remote full-time position.
  • Work-life balance is emphasized.
  • Fast-learning environment with strong team spirit.
  • International, multicultural workplace with 45+ nationalities.

Interested in this position?

Apply directly on the company website

Apply Now

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