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Mid LevelFull-timeRustAI
Salary Range
$74,000 - $78,000 /year
About the Role
We are looking for a Technical Support Specialist to join the Voice Quality squad at Aircall, an AI-powered customer communications platform. This role focuses on investigating and resolving complex telephony and network-related issues that impact customers' ability to make and receive calls.
Key Responsibilities
- →Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls
- →Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications
- →Analyze logs, signaling data, and call traces to identify root causes of calling issues
- →Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues
- →Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues
- →Translate complex technical findings into clear explanations for customers and internal stakeholders
- →Work closely with Engineering and Product teams to diagnose platform-level issues
- →Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing problems
- →Train frontline support teams on voice-quality troubleshooting and escalation best practices
- →Monitor support trends and identify recurring voice-quality issues
- →Recommend improvements to product features, support processes, and customer troubleshooting workflows
Requirements
- ✓Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role
- ✓Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing
- ✓Solid understanding of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN)
- ✓Experience troubleshooting real-time communications issues such as poor audio quality, dropped calls, or call routing failures
- ✓Strong written and verbal communication skills in English
- ✓Ability to clearly explain complex technical issues to both technical and non-technical audiences
- ✓Strong organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment
- ✓Customer-focused mindset and strong problem-solving skills
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