Technical Support Specialist

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, Whats App, and AI together into one seamless workspace.

Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.

At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

We’re customer‑obsessed, data‑driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast‑moving environment where trust and impact matter, you’ll feel at home here.

As a Technical Support Specialist at Aircall, you will help customers troubleshoot complex issues across our communications platform, including integrations, APIs, messaging, call configuration, analytics, and AI‑powered features. This role acts as the second level of support for technical investigations and requires a strong mix of technical troubleshooting, customer communication, and problem‑solving.

You will work closely with customers to investigate issues related to CRM integrations, APIs, webhooks, platform configuration, and Aircall’s growing suite of AI‑powered features such as transcription and AI Assist.

Because Aircall integrates with hundreds of external tools, this role provides exposure to a broad ecosystem of technologies including CRM systems, automation platforms, APIs, and telecom infrastructure.

This is a customer‑facing role, where you will investigate issues through Zendesk while also leading live troubleshooting sessions with customers when necessary.

Our Technical Support organization operates globally in a follow-the-sun model, supporting customers across the Americas, EMEA, and Asia‑Pacific regions.

• Investigate escalated technical issues across Aircall’s platform, including integrations, APIs, telephony configuration, messaging features, and analytics
• Troubleshoot CRM integrations such as Salesforce, Hub Spot, Zendesk, Zoho, Bullhorn, , and other third‑party platforms
• Analyze webhook payloads, API responses, and request logs to diagnose integration issues
• Use tools such as Postman, browser developer consoles, and HAR files to investigate platform behavior
• Troubleshoot messaging functionality including SMS, MMS, and Whats App 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…