Technical Support Specialist

Aircall.io, Inc.; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Technical support experience

Troubleshooting

APIs

Webhooks

Postman

English proficiency

Communication skills

Multitasking

Tools

Postman

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.

Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.

At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

How we work at Aircall

We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here.

About the Role

As a Technical Support Specialist at Aircall, you will help customers troubleshoot complex issues across our communications platform, including integrations, APIs,messaging, call configuration, analytics, and AI-powered features. This role acts as the second level of support for technical investigations and requiresa strong mix of technical troubleshooting, customer communication, and problem-solving.

You will work closely with customers to investigate issues related to CRM integrations, APIs, webhooks, platform configuration, and Aircall’s growing suite of AI-poweredfeatures such as transcription and AI Assist.

Because Aircall integrates with hundreds of external tools, this role provides exposure to a broad ecosystem of technologies including CRM systems, automation platforms, APIs, and telecom infrastructure.

This is a customer-facing role, where you will investigate issues through Zendesk while also leading live troubleshooting sessions with customers when necessary.

Our Technical Support organization operates globally in a follow-the-sun model,supporting customers across the Americas, EMEA, and Asia-Pacific regions.

What You Will Do

Technical Troubleshooting

• 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 diagnoseintegration issues
• Troubleshoot messaging functionality including SMS, MMS, and WhatsAppintegrations
• Diagnose authentication, permissions, and configuration issues withincustomer environments

AI and Platform Features

• Investigate issues related to Aircall’s AI-powered capabilities, includingtranscription, AI Assist summaries, and AI Voice Agent behavior
• Troubleshoot analytics and reporting issues related to the Aircall Dashboardand data integrations
• Support customers with call flow configuration, number configuration, andfeature behavior
• Lead technical troubleshooting sessions with customers to diagnose andresolve issues
• Translate complex technical findings into clear explanations for customersand internal stakeholders
• Maintain strong communication throughout investigations, particularly forhigh-impact cases
• Work closely with Product and Engineering teams to diagnose platform issuesand reproduce bugs
• Collaborate with external partners such as Salesforce, HubSpot, or telecomproviders when deeper investigation is required
• Help identify systemic issues and contribute to product improvement initiatives

Internal Enablement

• Help train frontline support teams on troubleshooting techniques andescalation best practices
• Create and maintain internal troubleshooting documentation and knowledgebase articles
• Monitor recurring issues and recommend improvements to support processesand platform reliability

What We Are Looking For

Required Qualifications

• Experience in a technical support role within a SaaS, telecom, orplatform-based company
• Strong troubleshooting and analytical skills with the ability to investigatecomplex technical issues
• Experience working with APIs and webhooks
• Experience using tools such as Postman or similar API testing tools
• 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 investigationssimultaneously
• Customer-focused mindset with strong problem-solving abilities

Preferred Qualifications

• Experience troubleshooting CRM integrations such as Salesforce, HubSpot, orZendesk
• Familiarity with observability tools such as Datadog
• Familiarity with analytics tools such as Looker
• Experience supporting AI-powered SaaS products such as transcription or AIassistants
• Experience with messaging platforms such as SMS, MMS, or WhatsApp
• Familiarity with Atlassian tools such as Jira and Confluence
• Experience working in a remote or distributed team environment

Key moment to join Aircall in terms of growth and opportunities

Our people matter, work-life balance is important at Aircall

Fast-learning environment, entrepreneurial and strong team spirit

Competitive salary package & benefits

DE&I Statement:

At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.