Taking applicationsTechnical Support·Posted 14h ago
Technical Support Specialist (Remote NA)
AircallVerified company
Remote NA
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Remote NA
EnglishMid level
About the role
Aircall is hiring a remote technical support specialist in North America to troubleshoot complex platform, API, integration, messaging, and AI feature issues as second-level customer support. The role is customer-facing, involves Zendesk and live troubleshooting sessions, and requires strong English communication plus SaaS, telecom, or platform support experience.
What you'll do
- Investigate escalated platform, integration, API, telephony, and messaging issues
- Troubleshoot CRM integrations such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com
- Analyze webhook payloads, API responses, and request logs
- Lead live technical troubleshooting sessions with customers
- Investigate AI transcription, AI Assist, and AI Voice Agent issues
- Collaborate with Product and Engineering teams to diagnose platform issues
- Train frontline support teams and create troubleshooting documentation
- Monitor recurring issues and recommend process or platform improvements
What you'll need
- Experience in technical support within SaaS, telecom, or platform-based company
- Strong troubleshooting and analytical skills
- Experience working with APIs and webhooks
- Experience with Postman or similar API testing tools
- Experience investigating browser behavior using developer tools or HAR files
- Strong written and verbal communication skills in English
- Ability to explain complex technical issues to non-technical audiences
- Customer-focused mindset with strong problem-solving abilities
Skills
Technical troubleshootingAPI and webhook debuggingPostmanCRM integrationsBrowser developer tools and HAR filesTelephony and messaging supportCustomer communicationEnglish
Benefits
Competitive salary package and benefitsWork-life balanceFast-learning environmentMulticultural team with 45+ nationalitiesCareer growth
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