Aircall

TECHNICAL SUPPORT SPECIALIST VOICE QUALITY

Job Description

As a Technical Support Specialist 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



    • Key Responsibilities

    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

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