Job Closed
This listing is no longer active.
Aircall, a fast-growing SaaS startup, was founded in 2014 to help clients set up cloud-based, team-focused call centers that can be seamlessly integrated with t
Technical Support Specialist – Voice Quality
Location
Portugal
Posted
87 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support Specialist – Voice Quality
Aircall
• Investigate escalated voice-quality issues • 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 • Lead technical troubleshooting sessions with customers • Maintain strong communication throughout investigations • Collaborate with Engineering and Product teams to diagnose platform-level issues • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Monitor support trends and identify recurring voice-quality issues
Job 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
- Customer-focused mindset and strong problem-solving skills
- Familiarity with packet capture analysis (PCAP) or SIP trace analysis preferred
- CCNA or similar networking certification preferred
- Fluency in German will be a plus.
Benefits
- Competitive salary package & benefits
- Work-life balance is important at Aircall
- Fast-learning environment
- Opportunity to work within a multicultural team
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Proactively manage customer interactions by providing exceptional support • Assist with in-house engineering tasks related to product, process, and software enhancements • Conduct product demonstrations, trials, installations, maintenance, and troubleshooting • Deliver presentations, generate reports, and perform data analysis to drive improvement • Provide technical support to clients and assist with calibration and performance management
• Ефективна комунікація з клієнтами для швидкого вирішення технічних питань • Обробка зовнішніх та внутрішніх звернень пов'язаних з налаштуваннями та роботою сервісів компанії • Аналіз та пошук помилок по запиту інших команд
Support Technician
InstaleapE-commerce and logistics solutions for profitable digital operations. Global presence in over 30 countries. 🌎
• Brindar soporte de software con SQL para nuestros clientes alrededor del mundo • Resolviendo problemas técnicos con bases de datos como SQL • Colaborando con equipos internos para identificar prioridades y resolver incidencias complejas • Manteniendo una comunicación asertiva y enfocada en los resultados
• Configure and deploy complex software solutions across desktop and mobile environments • Deliver advanced end‑user computing support, resolving sophisticated hardware and software issues through expert diagnostics • Provide reliable, customer focused IT support to market and corporate users through effective troubleshooting, collaboration, and escalation • Support desktop, hardware, software, and application issues across office and field environments while developing technical expertise and stakeholder relationships • Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; escalate complex issues as needed • Troubleshoot moderately complex desktop, application, network, and hardware issues by reproducing incidents and validating configurations • Provide functional and post development application support, including client installations and upgrades • Collaborate with internal IT teams and external vendors to support timely issue resolution • Assist with data analysis, documentation, and technical inputs for system fixes and enhancements • Contribute to operational and ticketing reports and support team led technical initiatives • Advise users on standard IT equipment options and assist with research and quote coordination • Provide hands-on, frontline IT support for users online, in call queues, and on site • Willingness to travel to market area sites to support end users and IT equipment as needed
