Technical Support Specialist — API & CRM Troubleshooter

Aircall.io, Inc.; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Aircall is seeking a Technical Support Specialist to diagnose and resolve complex issues across our AI-powered communications platform. You’ll handle integrations, APIs, CRM connections, and live troubleshooting in a fast-paced, customer-facing role.

You’ll work with product and engineering, communicate clearly with customers, and contribute to improvements across analytics, AI features, and platform reliability in a globally distributed team.

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.
• 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, 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.
• Troubleshoot messaging functionality including SMS, MMS, and WhatsApp integrations.
• Diagnose authentication, permissions, and configuration issues within customer environments.
• Investigate issues related to Aircall’s AI-powered capabilities, including transcription, AI Assist summaries, and AI Voice Agent behavior.
• Troubleshoot analytics and reporting issues related to the Aircall Dashboard and data integrations.
• Support customers with call flow configuration, number configuration, and feature behavior.
• 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 knowledgebase articles.
• Monitor recurring issues and recommend improvements to support processes and platform reliability.

Skills

Troubleshooting

Analytical thinking

English communication

Customer focus

Multitasking

Clear explanations

Tools

Postman

Jira

Confluence

Job description

Aircall is seeking a Technical Support Specialist to diagnose and resolve complex issues across our AI-powered communications platform. You’ll handle integrations, APIs, CRM connections, and live troubleshooting in a fast-paced, customer-facing role.

You’ll work with product and engineering, communicate clearly with customers, and contribute to improvements across analytics, AI features, and platform reliability in a globally distributed team.