Technical Support Specialist

Job Description

Job Description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We're redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.

Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall's AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We've built a product customers love and a business that's scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.

At Aircall, you'll join a company in motion. We're ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

How we work at Aircall : We're customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you'll feel at home here.

As 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 requires a 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-powered features 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.

Technical Troubleshooting

• Investigate escalated technical issues across Aircall's platform, including integrations, APIs, telephony configuration, messaging features, and analytics
• Troubleshoot CRM integrations such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, Monday.com, and other third-party platforms
• Analyze webhook payloads, API responses, and request logs to diagnose integration issues
• Use tools such as Postman, browser developer consoles, and HAR files to investigate platform behavior
• Troubleshoot messaging functionality including SMS, MMS, and WhatsApp integrations
• Diagnose authentication, permissions, and configuration issues within customer environments

AI and Platform Features

• Investigate issues related to Aircall's AI-powered capabilities, including transcription, AI Assist summaries, and AI Voice Agent behavior 
• Troubleshoot analytics and reporting issues related to the Aircall Dashboard and data integrations
• Support customers with call flow configuration, number configuration, and feature behavior

Customer Investigation

• Lead technical troubleshooting sessions with customers to diagnose and resolve issues
• Translate complex technical findings into clear explanations for customers and internal stakeholders
• Maintain strong communication throughout investigations, particularly for high-impact cases

Collaboration

• Work closely with Product and Engineering teams to diagnose platform issues and reproduce bugs
• Collaborate with external partners such as Salesforce, HubSpot, or telecom providers when deeper investigation is required
• Help identify systemic issues and contribute to product improvement initiatives

Internal Enablement

• Help train frontline support teams on troubleshooting techniques and escalation best practices
• Create and maintain internal troubleshooting documentation and knowledge base articles
• Monitor recurring issues and recommend improvements to support processes and platform reliability

Required Qualifications

• Experience in a technical support role within a SaaS, telecom, or platform-based company
• Strong troubleshooting and analytical skills with the ability to investigate complex technical issues
• Experience working with APIs and webhooks
• Experience using tools such as 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 the ability to manage multiple investigations simultaneously
• Customer-focused mindset with strong problem-solving abilities

Preferred Qualifications

• Experience troubleshooting CRM integrations such as Salesforce, HubSpot, or Zendesk
• Familiarity with observability tools such as Datadog
• Familiarity with analytics tools such as Looker
• Experience supporting AI-powered SaaS products such as transcription or AI assistants
• Experience with messaging platforms such as SMS, MMS, or WhatsApp
• Familiarity with Atlassian tools such as Jira and Confluence
• Experience working in a remote or distributed team environment

Why join us?

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DE&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 our Candidate 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.