Technical Support Specialist - API/Webhooks
Aircall
Job Overview
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Job Description
About Aircall
Aircall is a unicorn, AI-powered customer communications platform used by over 22,000 companies worldwide. They integrate voice, SMS, WhatsApp, and AI into one seamless workspace to drive revenue, resolve issues faster, and scale teams.
Headquartered in Paris with a strong North American presence in Seattle and teams spread across global cities, Aircall is rapidly growing backed by top investors and driven by innovative AI technology.
About the Technical Support Specialist - API/Webhooks
This role serves as a second point of contact for Aircall's global customers. You will resolve complex technical and operational inquiries, ensuring customers can fully leverage Aircall's products and integrations.
You will collaborate closely with teams including Success, Engineering, Product, Onboarding, and Sales, using a follow-the-sun model in a 24/5 business environment.
Key Responsibilities
- Handle escalated customer cases on technical and functional issues.
- Troubleshoot complex problems with multiple platforms and integrations.
- Train frontline support teams and maintain internal documentation.
- Collaborate with developers and product managers to diagnose and resolve issues.
- Monitor support metrics and follow up with customers.
Qualifications & Preferred Experience
- Excellent customer service and communication skills in English.
- Organizational skills to manage multiple issues in a fast-paced environment.
- Experience in a client-facing technical role in SaaS or telecom.
- Familiarity with telephony routing, operating systems, and API tools.
- Knowledge of Zendesk, JIRA, SQL, and CRM systems is a plus.
Why Join Aircall?
- Growth opportunities at a rapidly scaling company.
- Balanced work-life dynamics and strong team spirit.
- Diverse, multicultural team with 45+ nationalities.
- Competitive salary and strong benefits package.
Key skills/competency
- Technical Support
- API
- Webhooks
- Telephony
- Customer Service
- Troubleshooting
- Collaboration
- Documentation
- Training
- Problem Solving
How to Get Hired at Aircall
- Research Aircall's culture: Study their mission, values and global presence.
- Customize your resume: Highlight API, webhooks, and technical support skills.
- Prepare for technical discussions: Brush up on telephony, SQL, and API tools.
- Practice behavioral insights: Emphasize customer service and teamwork.
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