Technical Support Specialist Voice Quality

3 hours, 59 minutes 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 and explain findings clearly to customers and internal stakeholders.
  • Collaborate with Engineering, Product, and telecom carriers such as Twilio and Bandwidth to diagnose and resolve platform-level and routing issues.
  • Help drive resolution of systemic issues affecting multiple customers.
  • Train frontline support teams on voice-quality troubleshooting and escalation best practices.
  • Improve escalation processes and create internal troubleshooting documentation.
  • Monitor support trends and recommend improvements to product features, support workflows, and troubleshooting processes.

Requirements

  • 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 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.
  • Experience 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 a similar networking certification is preferred.

Benefits

  • $74,000 to $78,000 annual salary.
  • 10% annual bonus OTE included in the salary range.
  • Remote full-time position.
  • Work-life balance emphasis.
  • Fast-learning environment with strong team spirit.
  • Competitive salary package and benefits.
  • Opportunity to join during a key growth period at Aircall.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Senior Cloud Application Support Engineer (Remote - LATAM)

Atmosera 51-250 IT Services

Atmosera is hiring a Senior Cloud Application Support Engineer to support critical client cloud environments in a remote LATAM contract role focused on observability, incident management, and operational stability.

AWS Azure Cisco GCP Linux Palo Alto SQL Terraform
3 hours, 44 minutes ago

Training Support Engineer

SpecterOps 51-250 Professional Services

SpecterOps is hiring a remote Training Support Engineer in the U.S. to support training course delivery, lab operations, and technical issue resolution for its cybersecurity training programs.

Active Directory Ansible Cybersecurity OpenID Connect PowerShell Python REST API SAML Terraform
3 hours, 44 minutes ago

Technology Solutions Analyst

Heartbeat Health 11-50 Health Care Providers & Services

Technology Solutions Analyst at Heartbeat Health (remote) responsible for supporting Cybersecurity and IT operations to ensure secure, reliable corporate technology systems that enable clinicians and staff to deliver high-quality virtual cardiovascular care.

HIPAA macOS
4 hours, 6 minutes ago

Engineer, NOC Services

Kaseya 1K-5K IT Services

IMS Engineer at Kaseya supporting the NOC/Integrated Management Systems environment to maintain optimal performance and stability and promptly resolve customer-impacting issues.

Active Directory
1 day, 3 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers