Technical Support Specialist

Aircall · via Remote Communications Jobs

🌎 Remote ⌛ Posted 5 days ago

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

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

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