AI-Powered Technical Support Specialist

Aircall; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote-friendly

Global team

Competitive pay

Job summary

Aircall is seeking a Technical Support Specialist to help customers troubleshoot complex issues across its communications platform, including integrations, APIs, and AI-powered features. You will lead live troubleshooting sessions, translate technical findings for customers, and collaborate with Product and Engineering to reproduce bugs.

Strong English communication and API tooling experience are required. Aircall supports a follow-the-sun model with teams across the Americas, EMEA, and APAC,

Qualifications

• Experience in a technical support role within a SaaS, telecom, or platform-based company.
• Strong troubleshooting and analytical skills with the ability to investigate complex technical issues.
• Experience working with APIs and webhooks.
• Experience using tools such as Postman or similar API testing tools.
• Experience investigating browser behavior using developer tools or HAR files.
• Strong written and verbal communication skills in English.
• Ability to explain complex technical issues clearly to non-technical audiences.
• Strong organizational skills and the ability to manage multiple investigations simultaneously.
• Customer-focused mindset with strong problem-solving abilities.

Responsibilities

• Investigate escalated technical issues across Aircall’s platform, including integrations, APIs, telephony configuration, messaging features, and analytics.
• Troubleshoot CRM integrations such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, Monday.com, and other third‑party platforms.
• Analyze webhook payloads, API responses, and request logs to diagnose integration issues.
• Use tools such as Postman, browser developer consoles, and HAR files to investigate platform behavior.
• Troubleshoot messaging functionality including SMS, MMS, and WhatsApp integrations.
• Diagnose authentication, permissions, and configuration issues within customer environments.

Skills

SaaS support

API troubleshooting

CRM integrations

English communication

Customer-focused

Tools

Postman

Browser dev tools

Job description

Aircall is seeking a Technical Support Specialist to help customers troubleshoot complex issues across its communications platform, including integrations, APIs, and AI-powered features. You will lead live troubleshooting sessions, translate technical findings for customers, and collaborate with Product and Engineering to reproduce bugs.

Strong English communication and API tooling experience are required. Aircall supports a follow-the-sun model with teams across the Americas, EMEA, and APAC,