Aircall · 2 hours ago
Technical Support Specialist (API/Webhooks Specialist) - Remote U.S.A
United States
Full-time
Remote
Mid Level
$70K/yr - $76K/yrAircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide. As a Technical Support Specialist, you will assist customers with complex technical and operational questions while collaborating with various internal teams to provide exceptional service.
Telecom & CommunicationsCustomer ServiceCloud ComputingEnterprise SoftwareSaaSBig DataSoftwareAnalyticsCall CenterCloud Data ServicesCRMEnterprise ApplicationsTelecommunicationsVoIP
Responsibilities
Receive and respond to escalate Customer cases regarding technical and functional questions or issues
Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution
Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation
Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team
Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements
Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction
Qualification
Required
Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus)
Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast-paced and changing environment
Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment
Willingness to consistently improve and try different approaches and perspectives
Empathetic and active listener, with the ability to see each situation from someone else's viewpoint
Aptitude to learn and support new products and features
Motivation to learn by yourself and seek knowledge
Basic understanding of telephony routing, including IVR, ACD, and DTMF
Foundational understanding of the OSI model
Experience using and managing ticket-based enterprise workflow management systems, applying ITIL concepts. Familiarity with Zendesk and Atlassian products notably JIRA
Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS)
Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
Familiarity with logging tools such as DataDog
Familiarity with reporting tools such as Looker
API knowledge, using Postman, SOAPui and Webhooks
Browser developer console troubleshooting and basic understanding of HTML
Comfortable with SQL
Experience with CRM tools such as Salesforce, Hubspot, Zoho, etc
Preferred
Strong problem-solving, decision-making, and critical-thinking skills
You are familiar with working in remote or hybrid environments
Excellent written and verbal communication skills
Previous experience in a client-facing technical role for a SaaS or telecom business
Ability to convey complex ideas in layman's terms
Comfortable multitasking in a fast-paced environment
Familiar with organizing workflows and be process oriented
Committed, ambitious, team player, and outcome-oriented
Benefits
Work-life balance is important at Aircall
Competitive salary package & benefits
Company
Aircall
Aircall is a cloud-based call center software that integrates with CRM, productivity, and helpdesk tools.
Founded in 2014
501-1000 employees
H1B Sponsorship
Aircall has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (3)
2023 (1)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$225.55MKey Investors
HubSpot VenturesGoldman Sachs Asset ManagementDTCP
2022-02-23Series Unknown
2021-06-23Series D· $120M
2020-05-27Series C· $65M
Leadership Team
Scott Chancellor
Chief Executive Officer
Pierre-Baptiste Béchu
VP of Communications Platform
Recent News
2025-12-05
Company data provided by crunchbase