Technical Support Specialist

Job DescriptionJob DescriptionAircall is a unicorn AI-powered communications platform transforming how teams win with customers. For over a decade, we've believed voice builds the strongest business relationships. We bring voice, SMS, WhatsApp, and 250+ integrations together on one seamless workspace—so every customer conversation drives revenue, resolves issues faster, and builds trust. Our AI Voice Agents handle routine interactions while your team leads the conversations that matter most. Used by 24,000+ businesses worldwide. We're 600+ people from 40+ nationalities across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney, and Mexico City. We're ambitious, product-driven, and execution-focused—built for visible impact, fast decisions, and real growth. Come join us!About the RoleAs a Technical Support Specialist at Aircall, you will help customers troubleshoot complex issues across our communications platform, including integrations, APIs,messaging, call configuration, analytics, and AI-powered features. This role acts as the second level of support for technical investigations and requiresa strong mix of technical troubleshooting, customer communication, and problem-solving.You will work closely with customers to investigate issues related to CRM integrations, APIs, webhooks, platform configuration, and Aircall's growing suite of AI-poweredfeatures such as transcription and AI Assist.Because Aircall integrates with hundreds of external tools, this role provides exposure to a broad ecosystem of technologies including CRM systems, automation platforms, APIs, and telecom infrastructure.This is a customer-facing role, where you will investigate issues through Zendesk while also leading live troubleshooting sessions with customers when necessary.Our Technical Support organization operates globally in a follow-the-sun model,supporting customers across the Americas, EMEA, and Asia-Pacific regions.What You Will Do Technical TroubleshootingInvestigate escalated technical issues across Aircall's platform, including integrations, APIs, telephony configuration, messaging features, and analyticsTroubleshoot CRM integrations such as Salesforce, HubSpot, Zendesk, Zoho,Bullhorn, Monday.com, and other third-party platformsAnalyze webhook payloads, API responses, and request logs to diagnoseintegration issuesUse tools such as Postman, browser developer consoles, and HAR files toinvestigate platform behaviorTroubleshoot messaging functionality including SMS, MMS, and WhatsAppintegrationsDiagnose authentication, permissions, and configuration issues withincustomer environmentsAI and Platform FeaturesInvestigate issues related to Aircall's AI-powered capabilities, includingtranscription, AI Assist summaries, and AI Voice Agent behaviorTroubleshoot analytics and reporting issues related to the Aircall Dashboardand data integrationsSupport customers with call flow configuration, number configuration, andfeature behaviorCustomer InvestigationLead technical troubleshooting sessions with customers to diagnose andresolve issuesTranslate complex technical findings into clear explanations for customersand internal stakeholdersMaintain strong communication throughout investigations, particularly forhigh-impact casesCollaborationWork closely with Product and Engineering teams to diagnose platform issuesand reproduce bugsCollaborate with external partners such as Salesforce, HubSpot, or telecomproviders when deeper investigation is requiredHelp identify systemic issues and contribute to product improvement initiativesInternal EnablementHelp train frontline support teams on troubleshooting techniques andescalation best practicesCreate and maintain internal troubleshooting documentation and knowledgebase articlesMonitor recurring issues and recommend improvements to support processesand platform reliabilityWhat We Are Looking For Required QualificationsExperience in a technical support role within a SaaS, telecom, orplatform-based companyStrong troubleshooting and analytical skills with the ability to investigatecomplex technical issuesExperience working with APIs and webhooksExperience using tools such as Postman or similar API testing toolsExperience investigating browser behavior using developer tools or HAR filesStrong written and verbal communication skills in EnglishAbility to explain complex technical issues clearly to non-technical audiencesStrong organizational skills and the ability to manage multiple investigationssimultaneouslyCustomer-focused mindset with strong problem-solving abilitiesPreferred QualificationsExperience troubleshooting CRM integrations such as Salesforce, HubSpot, orZendeskFamiliarity with observability tools such as DatadogFamiliarity with analytics tools such as LookerExperience supporting AI-powered SaaS products such as transcription or AIassistantsExperience with messaging platforms such as SMS, MMS, or WhatsAppFamiliarity with Atlassian tools such as Jira and ConfluenceExperience working in a remote or distributed team environmentWhy join us????? Key moment to join Aircall in terms of growth and opportunities????️‍♀️ Our people matter, work-life balance is important at Aircall???? Fast-learning environment, entrepreneurial and strong team spirit???? 45+ Nationalities: cosmopolite & multi-cultural mindset???? Competitive salary package & benefitsDE&I Statement:At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We're working to create a place filled with diverse people who can enrich and learn from one another. We're committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.Want to know more about candidate privacy? Find ourCandidate Privacy Notice here.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.