Overview
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.
As a Technical Support Specialist on the Voice Quality squad of the Technical Support team, you will investigate and resolve complex telephony and network‐related issues that impact our customers' ability to make and receive calls through Aircall.
Key Responsibilities
Voice and Telephony Troubleshooting
* Investigate escalated voice‐quality issues such as robotic audio, jitter, packet loss, one‐way audio, latency, and dropped calls
* Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications
* Analyze logs, signalling data, and call traces to identify root causes of calling issues
* Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues
Customer Investigation and Communication
* Lead technical troubleshooting sessions with customers to investigate voice‐quality and connectivity issues
* Translate complex technical findings into clear explanations for customers and internal stakeholders
* Maintain strong communication throughout investigations, particularly for high‐impact or sensitive cases
Collaboration and Escalation
* Work closely with Engineering and Product teams to diagnose platform‐level issues
* Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behaviour and routing problems
* Help drive resolution of systemic issues affecting multiple customers
Internal Enablement
* Train frontline support teams on voice‐quality troubleshooting and escalation best practices
* Improve escalation processes to ensure high‐quality case handoffs
* Create and maintain internal troubleshooting documentation
Continuous Improvement
* Monitor support trends and identify recurring voice‐quality issues
* Recommend improvements to product features, support processes, and customer troubleshooting workflows
Qualifications
* Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role
* Strong understanding of VoIP and telephony concepts, including SIP signalling and call routing
* Solid understanding of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN)
* Experience troubleshooting real‐time communications issues such as poor audio quality, dropped calls, or call routing failures
* Strong written and verbal communication skills in English
* Ability to clearly explain complex technical issues to both technical and non‐technical audiences
* Strong organisational skills and the ability to manage multiple issues simultaneously in a fast‐paced environment
* Customer‐focused mindset and strong problem‐solving skills
Preferred Qualifications
* Experience troubleshooting WebRTC‐based communication platforms
* Experience working with telecom carriers or telephony providers
* Familiarity with packet capture analysis (PCAP) or SIP trace analysis
* Experience with monitoring and observability tools such as Datadog
* Familiarity with analytics tools such as Looker
* Experience using Zendesk and Atlassian tools (Jira, Confluence)
* Familiarity with IVR, ACD, and call‐routing configurations
* CCNA or similar networking certification
Salary
$95,000 - $110,000 a year, including 10 % annual bonus OTE.
Benefits
* Key moment to join Aircall in terms of growth and opportunities
* People matter, work‐life balance is important at Aircall
* Fast‐learning environment, entrepreneurial and strong team spirit
* 45+ nationalities: cosmopolitan & multi‐cultural mindset
* Competitive salary package & benefits
DE&I Statement
At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey. We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table – 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 because we realise that we have work to do and much to learn.
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