Technical Support Engineer — SaaS, API & Integrations

Aircall; South Carolina; Remote; USD 60.000 - 110.000; Vollzeit

Benefits dieser Stelle

Competitive salary package

DEI commitment

Zusammenfassung

Aircall is seeking a Technical Support Specialist to troubleshoot complex issues across our communications platform, including integrations, APIs, and AI-powered features. You’ll lead live sessions, investigate CRM integrations, and collaborate with Product and Engineering to reproduce bugs.

You will work in a global follow-the-sun team, supporting Americas, EMEA, and APAC, with a strong emphasis on clear customer communication and documentation.

Qualifikationen

• Experience in a technical support role for a SaaS/telecom/platform company.
• Strong troubleshooting and analytical skills for complex issues.
• Experience with APIs and webhooks.
• Experience using API testing tools like Postman.
• Experience investigating browser behavior with dev tools or HAR files.
• Excellent written and verbal English communication.
• Ability to explain complex technical issues clearly to non‑technical audiences.
• Strong organizational skills with the ability to manage multiple investigations.

Aufgaben

• 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 and translate findings clearly for stakeholders.
• Collaborate with Product and Engineering to diagnose platform issues and reproduce bugs.
• Help train frontline teams and maintain internal troubleshooting documentation.

Jobbeschreibung

Aircall is seeking a Technical Support Specialist to troubleshoot complex issues across our communications platform, including integrations, APIs, and AI-powered features. You’ll lead live sessions, investigate CRM integrations, and collaborate with Product and Engineering to reproduce bugs.

You will work in a global follow-the-sun team, supporting Americas, EMEA, and APAC, with a strong emphasis on clear customer communication and documentation.