Aircall is a company where every voice matters.
Supported by more than $220 million in investment since 2015, we develop technology that enables open, accessible, and collaborative communication for over 20,000 customers worldwide, helping them build genuine, human connections.

Conversation is central to who we are. No matter where our teams are located—Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, or working remotely—everyone’s voice is heard and appreciated.

Whatever your background or origin, we invite you to join the conversation. Let’s talk.

About the role:
As a Technical Support Specialist, you will be the second point of contact for Aircall customers around the world. You will work directly with them to resolve complex technical and operational issues. Your expertise will directly impact their ability to make and receive calls, use our products and integrations effectively, and grow their businesses. You’ll collaborate daily with teams across Aircall—including Success, Engineering, Product, Onboarding, and Sales—to deliver exceptional service. Our department is highly motivated, customer-oriented, and driven by shared success. You’ll join an international team with varied backgrounds and skills. Because Aircall operates 24/5, we work across time zones using a follow-the-sun model. Our strong product knowledge and technical capabilities are essential to both our customers and internal teams.

This role is fully remote within the U.S., with working hours of 9 a.m.–6 p.m. EST or equivalent.

Key Responsibilities:
• Respond to escalated customer cases involving technical or functional questions and issues
• Address complex problems across multiple platforms, operating systems, applications, integrations, inbound and outbound calling, caller ID, call features, and more—analyzing, reproducing, and contributing to their resolution
• Support and train the Frontline Support team, improve escalation workflows, train Customer Support on relevant topics, and maintain internal documentation
• Partner with developers and product teams to diagnose and resolve issues, assess risks in upcoming features, and share best practices
• Take ownership of systemic issues with both internal and external stakeholders, propose product improvements, and recommend process enhancements
• Track Support metrics to identify trends and recurring problems, and follow up with customers to maintain high satisfaction

Qualifications:
Preferred experience:
• Strong analytical, decision-making, and critical-thinking skills
• Experience working remotely or in hybrid environments
• Prior experience in a client-facing technical role in SaaS or telecom
• Ability to explain complex concepts in simple terms
• Comfortable multitasking in a fast-paced environment and managing workflows effectively
• Driven, collaborative, and results-focused

Soft skills:
• Strong customer service abilities, including clear communication, problem-solving, and technical writing in English (additional languages are a plus)
• Solid organizational and multitasking skills in a dynamic environment
• Motivated self-starter who can tackle complex issues and work well in a team
• Openness to continuous improvement and new approaches
• Empathy and active listening skills
• Ability to learn and support new products and features
• Curiosity and self-directed learning

Hard skills:
• Basic knowledge of telephony routing (IVR, ACD, DTMF)
• Foundational understanding of the OSI model
• Experience with ticketing and workflow management systems using ITIL principles; familiarity with Zendesk and Atlassian tools, especially JIRA
• Basic knowledge of operating systems (Windows, macOS, Android, iOS)
• Understanding of VoIP QoS, WAN, and LAN
• Familiarity with soft switches and SIP providers
• Experience with WebRTC applications
• Knowledge of IP protocols

Key traits we value:
You are coachable, resilient, creative in problem-solving, and enjoy tackling challenges.

We invest in your development as you invest in us. While personal growth begins with you, we’re committed to providing the tools and environment to learn, grow, and advance your career.

Aircall is always evolving. We are building new paths forward and looking for people who share a builder’s mindset.

Let’s grow together: Aircall is a place for those who are bold, eager for responsibility and excellence, and ready to push themselves further.

We’re creating an environment where great people trust each other and succeed together.

Aircall is a place where people thrive, and now is the perfect time to join us on this journey.

Why join us?
• A pivotal moment to be part of Aircall’s growth
• We value work-life balance
• A fast-learning, entrepreneurial environment with strong team spirit
• 45+ nationalities and a multicultural mindset
• Competitive compensation and equity
• Full coverage of medical, dental, and vision insurance
• 401(k) with company match
• Unlimited PTO
• Wellness, internet, and childcare reimbursements
• Generous parental leave

DE&I Statement:
At Aircall, we believe diversity, equity, and inclusion—regardless of identity, background, or orientation—are essential to our mission. We actively promote inclusion to create a culture where everyone feels they belong. We aim to build a diverse team where people learn from one another and have equal opportunities to grow and succeed. We remain committed to challenging ourselves, keeping the conversation open, and recognizing that there is always more to learn and improve.

To learn more about how we handle candidate data, see our Candidate Privacy Notice.