Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in
About the role:
As a Technical Support Specialist, you will join a team that operates as a second point of contact for Aircall's customers across the globe. You will work directly with them to help solve complex technical and operational questions. As a Technical Support Specialist, you will have a direct impact on their ability to make and receive phone calls, leverage the right products/integrations and grow their business. Every day you will be working with multiple teams across Aircall, such as Success, Engineering, Product, Onboarding, and Sales to provide white glove service and support. Our team is customer-focused, highly motivated, and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Aircall being a 24/5 business we operate throughout various time zones using a follow-the-sun model. Our extensive product knowledge and technical skillset is our most valuable asset both to our customers and our internal teams.
This role can be based remotely in Mexico, with working hours of 9-6 pm est or equivalent.
Key Responsibilities:

Receive and respond to escalated Customer cases regarding technical and functional questions or issues

Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound / outbound calling, caller ID, calling features, etc. Analyze, reproduce, and be part of the resolution

Assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects. Create and maintain internal documentation

Work closely with developers and product management colleagues to diagnose, understand and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team

Take ownership with internal and external stakeholders to define and resolve systemic issues, suggest product enhancements and eventual workarounds. Recommend and support the implementation of process improvements

Monitor Customer Support metrics to proactively identify trends and recurring issues. Follow up with customers to ensure ongoing high levels of satisfaction

Qualifications:

Preferred experience:

Strong problem-solving, decision-making, and critical-thinking skills

You are familiar with working in remote or hybrid environments

Previous experience in a client-facing technical role for a SaaS or telecom business

Ability to convey complex ideas in layman's terms

Comfortable multitasking in a fast-paced environment; familiar with organizing workflows and be process oriented

Committed, ambitious, team player, and outcome oriented

Soft skills:

Aptitude for understanding providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other Languages are a plus)

Good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment

Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment

Willingness to consistently improve and try different approaches and perspectives

Empathetic and active listener, with the ability to see each situation from someone else’s viewpoint

Aptitude to learn and support new products and features

Motivation to learn by yourself and seek knowledge

Hard skills:

Basic understanding of telephony routing, including IVR, ACD, DTMF

Foundational understanding of the OSI model

Experience using and managing ticket-based enterprise workflow management systems, applying ITIL concepts. Familiarity with Zendesk and Atlassian products, notability JIRA

Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS)

VoIP QoS, WAN & LAN

Soft Switch & SIP providers

WebRTC applications

IP protocols

We know that success comes from clever work and deserves recognition and reward.
We value people who are bold, ambitious, collaborative and customer-centric. We are a global community growing together.
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We'll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities💆‍♀️ Our people matter, work-life balance is important at Aircall📚 Fast-learning environment, entrepreneurial and strong team spirit🌍 45+ Nationalities: cosmopolite & multi-cultural mindset💶 Competitive salary package & benefits
DE&I Statement: At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds. Find our Candidate Privacy Notice Here.

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