Technical Support Specialist
A
AircallSaaS communications
Remote NAFull-Time
Salary not disclosed
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Job Details
- Languages
- Strong written and verbal communication skills in English
- Required Skills
- RESTful APIsZendeskPostmanTroubleshootingTechnical support
Requirements
- Experience in a technical support role within a SaaS, telecom, or platform-based company.
- Experience working with APIs and webhooks.
- Experience using Postman or similar API testing tools.
- Experience investigating browser behavior using developer tools or HAR files.
- Strong troubleshooting and analytical skills for investigating complex technical issues.
- Strong written and verbal communication skills in English.
- Ability to explain complex technical issues clearly to non-technical audiences.
- Strong organizational skills and ability to manage multiple investigations simultaneously.
- Customer-focused mindset and strong problem-solving abilities.
- Preferred: experience troubleshooting CRM integrations such as Salesforce, HubSpot, or Zendesk.
- Preferred: familiarity with Datadog, Looker, Jira, or Confluence.
- Preferred: experience supporting AI-powered SaaS products or messaging platforms such as SMS, MMS, or WhatsApp.
Responsibilities
- Investigate escalated technical issues across integrations, APIs, telephony configuration, messaging, analytics, and AI features.
- Troubleshoot CRM integrations, including Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
- Analyze webhook payloads, API responses, and request logs to diagnose integration issues.
- Use Postman, browser developer consoles, and HAR files to investigate platform behavior.
- Lead customer troubleshooting sessions and explain technical findings to customers and internal stakeholders.
- Work with Product and Engineering to diagnose platform issues and reproduce bugs.
- Collaborate with external partners, including CRM providers and telecom providers, when deeper investigation is needed.
- Train frontline support teams and create and maintain troubleshooting documentation and knowledge base articles.
- Monitor recurring issues and recommend improvements to support processes and platform reliability.
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