Field Service Engineer, Asset Performance Management — Japan
Agilent Technologies
Install, maintain, and repair Agilent hardware, software, and network solutions. Provide on-site customer support and travel throughout Japan 100% of the time.
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Aircall builds cloud-based phone and call center software for businesses. Its VoIP platform helps sales and customer support teams handle inbound and outbound calls, route conversations, review performance analytics, and connect voice workflows with CRM and helpdesk tools. Features include shared call inboxes, team collaboration, interactive voice response, and call recording. Founded in 2014, Aircall operates in telecommunications and B2B SaaS, serving organizations looking to replace legacy phone systems or support distributed teams.
Senior Technical Support Specialist, North America Remote
Troubleshoot Aircall’s AI-powered customer communications platform, from APIs and integrations to telephony and analytics. Investigate messaging and AI features, resolve customer issues, and work with internal teams and partners to improve reliability.
विवरण
- Investigate escalated issues involving integrations, APIs, telephony setup, messaging, and analytics.
- Resolve CRM integration problems across Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
- Examine webhook payloads, API responses, and request logs to identify faults.
- Use Postman, browser developer tools, and HAR files to investigate platform behavior.
- Troubleshoot SMS, MMS, and WhatsApp integrations.
- Diagnose authentication, permission, and configuration problems.
- Investigate AI features, including transcription, AI Assist summaries, and AI Voice Agent behavior.
- Resolve analytics and reporting issues involving the Aircall Dashboard and data integrations.
- Support call flows, number setup, and feature behavior.
- Lead technical troubleshooting sessions with customers.
- Explain complex technical findings to customers and internal stakeholders.
- Work with Product, Engineering, external partners, and telecom providers to diagnose issues and reproduce bugs.
- Identify recurring systemic issues and contribute to product improvements.
- Train frontline support teams in troubleshooting and escalation practices.
- Create and maintain troubleshooting guides and knowledge base articles.
- Track recurring issues and recommend improvements to support processes and platform reliability.
आवश्यकताएँ
- Experience in a technical support position at a SaaS, telecommunications, or platform company.
- Strong diagnostic and analytical abilities.
- Hands-on experience with APIs and webhooks.
- Experience using Postman or a comparable API testing tool.
- Experience investigating browser behavior with developer tools or HAR files.
- Strong spoken and written English communication skills.
- Ability to make complex technical issues clear to nontechnical audiences.
- Strong organization and ability to handle several investigations at once.
- Customer-oriented approach and strong problem-solving skills.
- Preferred: Experience troubleshooting CRM connections such as Salesforce, HubSpot, or Zendesk.
- Preferred: Familiarity with Datadog.
- Preferred: Familiarity with Looker.
- Preferred: Experience supporting AI-enabled SaaS products, such as transcription tools or AI assistants.
- Preferred: Experience with SMS, MMS, or WhatsApp.
- Preferred: Familiarity with Jira and Confluence.
- Preferred: Experience working with a remote or distributed team.
लाभ
- Competitive compensation and benefits.
- Support for work-life balance.
- An environment that encourages rapid learning.
- Entrepreneurial culture and strong team spirit.
- A cosmopolitan, multicultural outlook.
- Equal opportunity to grow and succeed.
संबंधित नौकरियाँ
Field Service Engineer, Asset Performance Management (Japan)
Agilent TechnologiesInstall, maintain, and troubleshoot enterprise asset performance systems for Agilent customers. The role includes integrated solution delivery, technical training, and 100% travel.
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