Technical Support Specialist Voice Quality at aircall

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, WhatsApp, 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. How we work at Aircall: 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 Network Engineer on the Voice Quality squad of the Technical Support team, you will investigate and resolve complex telephony and network-related issues that impact our customers’ ability to make and receive calls through Aircall.   The Voice Quality squad plays a critical role in ensuring customers can rely on Aircall for business-critical communication. Your investigations and improvements directly impact call reliability and customer trust.   This role focuses heavily on voice quality, VoIP troubleshooting, and telecom integrations, and requires collaboration across internal engineering teams and external carrier partners.   You will work closely with customers, support teams, and telecom providers to diagnose issues such as poor audio quality, call failures, reachability problems, and carrier-related routing issues.   This role primarily supports regional business hours, while collaborating with Aircall’s global support organization when additional coverage or expertise is required.     Key Responsibilities Voice and Telephony Troubleshooting • 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 Customer Investigation and Communication • 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 • Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases Collaboration and Escalation • 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 • Help drive resolution of systemic issues affecting multiple customers Internal Enablement • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Improve escalation processes to ensure high-quality case handoffs • Create and maintain internal troubleshooting documentation Continuous Improvement • Monitor support trends and identify recurring voice-quality issues • Recommend improvements to product features, support processes, and customer troubleshooting workflows Required Qualifications • 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 Preferred Qualifications • Experience troubleshooting WebRTC-based communication platforms • Experience working with telecom carriers or telephony providers • Familiarity with packet capture analysis (PCAP) or SIP trace analysis • Experience with monitoring and observability tools such as Datadog • Familiarity with analytics tools such as Looker • Experience using Zendesk and Atlassian tools (Jira, Confluence) • Familiarity with IVR, ACD, and call-routing configurations • CCNA or similar networking certification • Fluency in German will be a plus Why join us? 🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💶 Competitive salary package & benefits DE&I Statement:  At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.  We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.   We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.