Technical Support Engineer — AI-Powered SaaS

Aircall.io, Inc.; Atlanta (GA); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

Aircall is hiring a Technical Support Specialist to troubleshoot complex issues across our AI-powered communications platform. You will handle CRM integrations, APIs, and platform configuration, while guiding customers through technical investigations and live troubleshooting sessions.

Join a global, follow-the-sun team with exposure to a broad ecosystem of tools and partners, and help drive reliable, scalable support for Aircall’s expanding features.

Qualifications

• Experience in a SaaS, telecom, or platform-based tech support role.
• Strong troubleshooting and analytical abilities for complex issues.
• Experience with APIs and webhooks.
• Familiar with API testing tools like Postman.
• Excellent written and verbal English.
• Ability to explain complex topics to non-technical audiences.
• Strong organizational skills and ability to manage multiple investigations.
• Customer-focused mindset with problem-solving aptitude.

Responsabilités

• Investigate escalated issues across Aircall’s platform.
• Troubleshoot CRM integrations such as Salesforce, HubSpot, Zendesk.
• Analyze webhook payloads and API responses to diagnose issues.
• Support AI-powered features like transcription and AI Assist.
• Lead live troubleshooting sessions with customers.
• Translate technical findings into clear explanations for customers and internal stakeholders.
• Collaborate with Product and Engineering to reproduce bugs.
• Work with external partners when deeper investigation is needed.
• Maintain strong communication during high-impact cases.
• Help identify systemic issues and contribute to product improvements.

Connaissances

Technical support experience

Troubleshooting

APIs

Webhooks

Postman

English proficiency

Communication skills

Multitasking

Outils

Postman

Description du poste

Aircall is hiring a Technical Support Specialist to troubleshoot complex issues across our AI-powered communications platform. You will handle CRM integrations, APIs, and platform configuration, while guiding customers through technical investigations and live troubleshooting sessions.

Join a global, follow-the-sun team with exposure to a broad ecosystem of tools and partners, and help drive reliable, scalable support for Aircall’s expanding features.