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Technical Support Specialist Voice Quality

19 hours, 9 minutes ago
Portugal
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Apache Airflow Confluence Datadog JIRA Looker TCP/IP Twilio WebRTC
Apply Now
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
View All Jobs 8

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 the root cause of calling issues.
  • Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues.
  • Lead technical troubleshooting sessions with customers to diagnose voice-quality and connectivity problems.
  • Translate complex technical findings into clear explanations for customers and internal stakeholders.
  • Work with Engineering and Product teams to diagnose platform-level issues and help resolve systemic problems.
  • Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing issues.
  • Train frontline support teams on voice-quality troubleshooting and escalation best practices.
  • Create and maintain internal troubleshooting documentation and improve escalation 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 similar networking certification is preferred.
  • Fluency in German is a plus.

Benefits

  • Remote full-time permanent position based in Portugal.
  • Competitive salary package and benefits.
  • Work-life balance is emphasized and supported.
  • Fast-learning environment with entrepreneurial spirit and strong team collaboration.
  • Opportunity to join at a key growth moment with visible impact and advancement potential.
  • Multi-cultural workplace with 45+ nationalities.
  • Commitment to diversity, equity, and inclusion with active inclusion efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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