SaaS Technical Support Specialist for AI & Integrations

Aircall

Wilmington (NC)

On-site

USD 70,000 - 95,000

Full time

42 hours ago

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Job summary

Aircall in Wilmington, NC seeks a Technical Support Specialist to troubleshoot complex issues across our communications platform, including integrations, APIs, and AI-powered features. You will engage in live sessions, analyze CRM integrations, and collaborate with Product/Engineering to reproduce bugs and improve the platform.

The role requires strong communication in English, experience with APIs, and a customer-focused mindset.

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.
Lead technical troubleshooting sessions with customers to diagnose and resolve issues.
Translate complex technical findings into clear explanations for customers and internal stakeholders.
Maintain strong communication throughout investigations, particularly for high-impact cases.
Work closely with Product and Engineering teams to diagnose platform issues and reproduce bugs.
Collaborate with external partners such as Salesforce, HubSpot, or telecom providers when deeper investigation is required.
Help identify systemic issues and contribute to product improvement initiatives.
Help train frontline support teams on troubleshooting techniques and escalation best practices.
Create and maintain internal troubleshooting documentation and knowledge base articles.
Monitor recurring issues and recommend improvements to support processes and platform reliability.