Technical Support - API Webhooks Specialist at Aircall

At Aircall, we believe that voices are meant to be heard. Since 2015, we have secured over $220 million in investment to build technology that makes communication more accessible, transparent, and collaborative. Today, we empower more than 18,000 customers to foster authentic, human connections. Our culture is built on conversation, and we value every voice, whether you are working from our offices in cities like Paris, New York, or Madrid, or joining us from your own home. We are looking for individuals who share our builder mentality to help us continue this journey.

The role

We are seeking a mid-level Technical Support API Webhooks Specialist to join our team on a full-time, remote basis. In this position, you will serve as a critical escalation point for our global customer base. You will act as a bridge between our users and our internal product and engineering teams, ensuring that our customers can effectively leverage our integrations to grow their businesses. This role is ideal for a hands-on professional who thrives in a fast-paced environment and is dedicated to delivering white-glove service.

Core responsibilities

• Manage and resolve complex technical escalations, analyzing issues related to integrations, calling features, and platform functionality to ensure seamless service.
• Collaborate directly with our product management and engineering departments to diagnose systemic issues, suggest product enhancements, and develop effective workarounds.
• Provide mentorship to our frontline support teams by creating internal documentation and conducting training sessions on technical topics to improve overall support quality.

Skills and experience

To succeed in this role, you should have at least two to three years of experience in a technical support capacity within a SaaS or telecom environment. We are looking for someone who can translate complex technical concepts into clear, simple language for our users.

• Technical Proficiency: You should be comfortable using Postman for API testing and have a strong grasp of Webhooks, XML, and SQL.
• Tools and Systems: Experience with Zendesk for ticket management and Looker for reporting is essential.
• Communication: You must be fluent in English, with proficiency in French or Spanish considered a significant advantage.
• Problem Solving: You bring a critical-thinking mindset and the ability to multitask effectively while maintaining a process-oriented workflow.

Compensation and benefits

We are committed to supporting our employees and ensuring a healthy work-life balance. As part of our team, you will enjoy the following benefit:

• Remote work flexibility.

How to apply

If you are an ambitious, outcome-oriented professional who wants to help us build the future of communication, we would love to hear from you. Please submit your application to join our diverse, international team and help us continue to grow.