Aircall

3 months ago

Technical Support Specialist Voice Quality

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Join Aircall's Voice Quality squad as a Technical Support Specialist focused on diagnosing and resolving complex telephony and network-related issues affecting call quality. You’ll troubleshoot VoIP, SIP signaling, and call routing, collaborate with Engineering and carriers, train frontline teams, and drive improvements to ensure reliable voice services for customers worldwide.

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls
•Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues
•Collaborate with Engineering and Product teams to diagnose platform-level issues and with telecom carriers to investigate service behavior
•Train frontline support teams on voice-quality troubleshooting and escalation best practices; create and maintain internal documentation
•Monitor support trends and identify recurring voice-quality issues; recommend product and process improvements

Pay and Benefits

Salary: AUD 95,000 - 110,000 annually

Perks:Remote Work

Key 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 explain complex technical issues to both technical and non-technical audiences

Skills:CommunicationProblem-solvingCustomer-focusedTeamwork

Certifications:CCNA

Languages:English

Tech Stack:SIPVoIPWebRTCPCAPSIP traceDatadogLookerZendeskJiraConfluence

Company Brief

Aircall

Provides a cloud-based phone system and call center platform for businesses, offering VoIP, call routing, analytics, integrations with CRM and helpdesk tools to support sales and customer support teams.

Industry: Telecommunications

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Paris, France

Founded: 2014

Website LinkedIn

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Aircall

3 months ago

Technical Support Specialist Voice Quality

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls
•Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues
•Collaborate with Engineering and Product teams to diagnose platform-level issues and with telecom carriers to investigate service behavior
•Train frontline support teams on voice-quality troubleshooting and escalation best practices; create and maintain internal documentation
•Monitor support trends and identify recurring voice-quality issues; recommend product and process improvements

Pay and Benefits

Salary: AUD 95,000 - 110,000 annually

Perks:Remote Work

Key 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 explain complex technical issues to both technical and non-technical audiences

Skills:CommunicationProblem-solvingCustomer-focusedTeamwork

Certifications:CCNA

Languages:English

Tech Stack:SIPVoIPWebRTCPCAPSIP traceDatadogLookerZendeskJiraConfluence

Company Brief

Aircall

Industry: Telecommunications

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Paris, France

Founded: 2014

Website LinkedIn