Technical Support Specialist

🔥 4 minutes ago

🏈 North America – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aircall

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

📡 Telecommunications

☁️ SaaS

🤝 B2B

💰 Venture Round - Aircall on 2022-02

Telecommunications • SaaS • B2B

Aircall is a cloud-based phone system and call center software provider that offers VoIP telephony, call routing, analytics, and integrations with CRMs and helpdesk tools. It is designed for sales and customer support teams to manage inbound and outbound voice communication at scale, with features like shared call inboxes, team collaboration, IVR, call recording, and performance reporting. Aircall is positioned as a B2B SaaS telecommunications solution for small to enterprise organizations looking to replace legacy PBX systems or enable distributed remote teams with modern cloud telephony.

📋 Description

• Investigate escalated technical issues across integrations, APIs, telephony configuration, messaging features, and analytics • Troubleshoot CRM integrations including Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com • Analyze webhook payloads, API responses, and request logs • Use Postman, browser developer consoles, and HAR files to investigate platform behavior • Troubleshoot SMS, MMS, and WhatsApp integrations • Diagnose authentication, permissions, and configuration issues • Investigate AI-powered features including transcription, AI Assist summaries, and AI Voice Agent behavior • Troubleshoot analytics and reporting issues involving the Aircall Dashboard and data integrations • Support call flow, number configuration, and feature behavior • Lead technical troubleshooting sessions with customers • Explain complex technical findings to customers and internal stakeholders • Collaborate with Product, Engineering, external partners, and telecom providers to diagnose issues and reproduce bugs • Identify systemic issues and contribute to product improvement initiatives • Train frontline support teams on troubleshooting and escalation best practices • Create and maintain troubleshooting documentation and knowledge-base articles • Monitor recurring issues and recommend improvements to support processes and platform reliability

🎯 Requirements

• Experience in a technical support role within a SaaS, telecom, or platform-based company • Strong troubleshooting and analytical skills • Experience working with APIs and webhooks • Experience using Postman or similar API testing tools • Experience investigating browser behavior using developer tools or HAR files • Strong written and verbal communication skills in English • Ability to explain complex technical issues clearly to non-technical audiences • Strong organizational skills and ability to manage multiple investigations simultaneously • Customer-focused mindset with strong problem-solving abilities • Preferred: Experience troubleshooting CRM integrations such as Salesforce, HubSpot, or Zendesk • Preferred: Familiarity with Datadog • Preferred: Familiarity with Looker • Preferred: Experience supporting AI-powered SaaS products such as transcription or AI assistants • Preferred: Experience with SMS, MMS, or WhatsApp • Preferred: Familiarity with Jira and Confluence • Preferred: Experience working in a remote or distributed team environment

🏖️ Benefits

• Competitive salary package & benefits • Work-life balance • Fast-learning environment • Entrepreneurial and strong team spirit • Cosmopolite and multi-cultural mindset • Equal opportunities to develop and thrive