AI-Driven Tech Support Specialist – API & CRM Integrations

Jobgether SRL; Schweiz; Remote; CHF 70,000 - 110,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Work-life balance

Learning & development

AI-powered platform

Multicultural team

Job summary

Jobgether SRL in Switzerland is seeking a Technical Support Specialist to be the second-level resource across a SaaS communications platform, spanning telephony, messaging, integrations, APIs, analytics, and AI features.

You will troubleshoot complex issues, perform live debugging, collaborate with Product and Engineering, and help improve platform reliability while supporting customers worldwide in a follow-the-sun model.

Qualifications

• Experience in a technical support role within a SaaS, telecommunications, or platform-based company.
• Strong troubleshooting and analytical skills, with the ability to investigate complex technical problems.
• Hands-on experience working with APIs and webhooks.

Responsibilities

• Investigate escalated issues involving platform integrations, APIs, telephony configuration, messaging functionality, analytics, and reporting.
• Diagnose integration issues involving platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
• Examine webhook payloads, API responses, request logs, and authentication settings to identify and resolve technical problems.
• Use Postman, browser developer tools, and HAR files to investigate platform behavior and reproduce reported issues.
• Troubleshoot SMS, MMS, and WhatsApp functionality, including integration and configuration problems.
• Investigate issues affecting AI-powered features, including transcription, AI-generated call summaries, and AI Voice Agent behavior.
• Help customers resolve call flow, phone number, permissions, and feature configuration issues.
• Lead live troubleshooting sessions when necessary, explain technical findings in accessible language, and maintain clear communication throughout investigations.
• Work with Product and Engineering teams to reproduce bugs and diagnose platform issues, coordinating with external CRM providers and telecommunications partners when required.
• Train frontline support teams on troubleshooting methods and escalation best practices, and create and maintain internal documentation and knowledge base articles.
• Identify recurring issues, recommend improvements to support processes, and contribute to enhanced platform reliability.

Skills

Troubleshooting

APIs

Webhooks

Postman

Browser debugging

Customer communication

Cross-functional collaboration

Tools

Datadog

Looker

Salesforce

HubSpot

Zendesk

Jira

Confluence

Job description

Jobgether SRL in Switzerland is seeking a Technical Support Specialist to be the second-level resource across a SaaS communications platform, spanning telephony, messaging, integrations, APIs, analytics, and AI features.

You will troubleshoot complex issues, perform live debugging, collaborate with Product and Engineering, and help improve platform reliability while supporting customers worldwide in a follow-the-sun model.