Aircall
Aircall
501 – 1.000 Angajați
B2BSaaSTelecomunicații
Aircall dezvoltă software de telefonie și de call center în cloud pentru companii. Platforma sa VoIP ajută echipele de vânzări și de asistență pentru clienți să gestioneze apelurile primite și efectuate, să direcționeze conversațiile, să analizeze indicatorii de performanță și să conecteze fluxurile de lucru vocale la instrumente CRM și de helpdesk. Printre funcționalități se numără căsuțe de apeluri partajate, colaborarea în echipă, răspunsul vocal interactiv și înregistrarea apelurilor. Fondată în 2014, Aircall activează în telecomunicații și în sectorul B2B SaaS, deservind organizații care doresc să înlocuiască sistemele telefonice vechi sau să sprijine echipele distribuite.

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.

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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.

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