Technical Support Specialist

This is a fully remote position, open to applicants in North America.

📋 Description

• Investigate elevated technical challenges across integrations, APIs, telephony setups, messaging functionalities, and analytics.

• Troubleshoot CRM integrations, including Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.

• Analyze webhook payloads, API responses, and request logs.

• Utilize Postman, browser developer tools, and HAR files to assess platform behavior.

• Address SMS, MMS, and WhatsApp integration issues.

• Diagnose problems related to authentication, permissions, and configuration.

• Explore AI-driven features, including transcription, AI Assist summaries, and AI Voice Agent operations.

• Troubleshoot analytics and reporting challenges associated with the Aircall Dashboard and data integrations.

• Provide support for call flow, number configuration, and feature functionalities.

• Lead technical troubleshooting sessions with customers.

• Articulate complex technical discoveries to customers and internal stakeholders.

• Collaborate with Product, Engineering, external partners, and telecom providers to identify issues and reproduce bugs.

• Recognize systemic problems and contribute to product enhancement initiatives.

• Train frontline support teams on troubleshooting and escalation best practices.

• Develop and maintain troubleshooting documentation and knowledge-base articles.

• Monitor recurring issues and suggest improvements to support processes and platform reliability.

⛳️ Requirements

• Experience in a technical support position within a SaaS, telecom, or platform-oriented company.

• Strong troubleshooting and analytical capabilities.

• Experience working with APIs and webhooks.

• Proficiency in using Postman or similar API testing tools.

• Experience investigating browser behavior using developer tools or HAR files.

• Excellent written and verbal communication skills in English.

• Ability to convey complex technical issues clearly to non-technical audiences.

• Strong organizational skills with the capability to manage multiple investigations concurrently.

• Customer-oriented mindset with robust problem-solving skills.

• Preferred: Experience troubleshooting CRM integrations such as Salesforce, HubSpot, or Zendesk.

• Preferred: Familiarity with Datadog.

• Preferred: Familiarity with Looker.

• Preferred: Experience supporting AI-driven SaaS products such as transcription or AI assistants.

• Preferred: Experience with SMS, MMS, or WhatsApp.

• Preferred: Familiarity with Jira and Confluence.

• Preferred: Experience working in a remote or distributed team environment.

🏝️ Benefits

• Competitive salary package & benefits.

• Work-life balance.

• Fast-learning environment.

• Entrepreneurial and strong team spirit.

• Cosmopolitan and multi-cultural mindset.

• Equal opportunities to develop and thrive.