Job Details

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Job DescriptionJob DescriptionAircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We're redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace.
Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder. Aircall's AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service.
We've built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.
At Aircall, you'll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in
About the role:
As a Technical Support Specialist, you will join a team that operates as a second point of contact for Aircall's customers across the globe. You will work directly with them to help solve complex technical and operational questions. As a Technical Support Specialist, you will have a direct impact on their ability to make and receive phone calls, leverage the right products/integrations and grow their business. Every day you will be working with multiple teams across Aircall, such as Success, Engineering, Product, Onboarding, and Sales to provide white-glove service and support.
Our team is customer-focused, highly motivated, and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Aircall being a 24/5 business we operate throughout various time zones using a follow-the-sun model. Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams.
This role can be based remotely in the U.S., with working hours of 9-6 pm est or equivalent. Key Responsibilities:

• Receive and respond to escalate Customer cases regarding technical and functional questions or issues;
• Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution;
• Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation;
• Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team;
• Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements;
• Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction

Qualifications:

• Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other are a plus);
• Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment;
• Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment;
• Willingness to consistently improve and try different approaches and perspectives;
• Empathetic and active listener, with the ability to see each situation from someone else's viewpoint;
• Aptitude to learn and support new products and features;
• Motivation to learn by yourself and seek knowledge.

• Experience:
• Strong problem-solving, decision-making, and critical-thinking skills;
• You are familiar with working in remote or hybrid environments;
• Excellent written and verbal communication skills;
• Previous experience in a client-facing technical role for a SaaS or telecom business;
• Ability to convey complex ideas in layman's terms;
• Comfortable multitasking in a fast-paced environment;
• Familiar with organizing workflows and be process oriented;
• Committed, ambitious, team player, and outcome-oriented.

Hard Skills:

• Basic understanding of telephony routing, including IVR, ACD, and DTMF;
• Foundational understanding of the OSI model;
• Experience using and managing ticket-based enterprise workflow management systems, applying ITIL concepts. Familiarity with Zendesk and Atlassian products notability JIRA;
• Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS);
• Ability to read, parse and manipulate various technical formats including XML, EDI and CSV;
• Familiarity with logging tools such as DataDog;
• Familiarity with reporting tools such as Looker;
• API knowledge, using Postman, SOAPui and Webhooks;
• Browser developer console troubleshooting and basic understanding of HTML;
• Comfortable with SQL;
• Experience with CRM tools such as Salesforce, Hubspot, Zoho, etc.

Why join us?
uD83DuDE80 Key moment to join Aircall in terms of growth and opportunitiesuD83DuDC86️‍♀️ Our people matter, work-life balance is important at AircalluD83DuDCDA Fast-learning environment, entrepreneurial and strong team spirituD83CuDF0D 45+ : cosmopolite & multi-cultural mindsetuD83DuDCB5 Competitive salary package & equityuD83CuDFE8 Medical, dental, and vision insurance is 100% covereduD83DuDCC8 401k plan with company matching!✈️ Unlimited PTO — take the time you need to come to work feeling great!⭐️ Wellness, internet, and childcare reimbursementsuD83DuDC9A Generous parental leave policy
DE&I Statement: At Aircall, we believe , equity and – irrespective of origins, , background and orientations – are core to our journey.
We pride ourselves on promoting active 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 , equity and , and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.
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