Job Overview
Location
Sydney, Australia
Job Type
Full-time
Category
Software Engineering
Date Posted
March 13, 2026
Full Job Description
đź“‹ Description
- • As a Technical Support Specialist focusing on Voice Quality at Aircall, you will be an integral part of our Technical Support team, specifically within the Voice Quality squad. Your primary mission will be to meticulously investigate, diagnose, and resolve complex telephony and network-related issues that directly impact our customers' ability to conduct business-critical communications through the Aircall platform. This role is paramount to ensuring the reliability and integrity of our voice services, directly influencing customer satisfaction and trust.
- • The Voice Quality squad is at the forefront of maintaining Aircall's reputation for dependable communication. Your expertise in troubleshooting will be the bedrock upon which customers build their trust in our platform's ability to handle their essential voice interactions. You will be instrumental in identifying the root causes of issues and implementing effective solutions that enhance call reliability and overall service quality.
- • This specialized position demands a deep dive into the intricacies of voice quality, Voice over IP (VoIP) troubleshooting, and the complex landscape of telecom integrations. You will be expected to leverage your technical acumen to navigate these areas, working collaboratively with both our internal engineering teams and external carrier partners to achieve optimal outcomes.
- • Your day-to-day will involve close collaboration with a diverse range of stakeholders. This includes directly engaging with customers to understand their challenges, working hand-in-hand with fellow support teams to share knowledge and escalate complex cases, and liaising with telecom providers to resolve carrier-specific issues. This cross-functional approach ensures a holistic resolution to even the most challenging problems.
- • You will be tasked with diagnosing a wide array of technical issues. These can range from subtle but disruptive problems like poor audio quality (e.g., static, echoes, dropped packets) and intermittent call failures to more significant challenges such as complete call reachability problems and intricate carrier-related routing issues. Your ability to systematically approach these problems will be key.
- • A significant aspect of this role involves proactive monitoring and analysis of voice quality metrics. You will be responsible for identifying trends, potential degradation in service, and implementing preventative measures to maintain high standards of voice performance across the Aircall network.
- • You will contribute to the development and refinement of internal knowledge bases, troubleshooting guides, and best practices for voice quality management. Sharing your findings and solutions will empower the broader support team and contribute to continuous improvement.
- • This role is designed to primarily support regional business hours within North America, ensuring timely assistance for our key customer base. However, you will also be expected to collaborate effectively with Aircall’s global support organization, providing or receiving coverage and specialized expertise as needed, fostering a truly international support ecosystem.
- • You will act as a subject matter expert for voice quality issues, providing guidance and training to other members of the support team. Your insights will be invaluable in upskilling the team and ensuring consistent service delivery.
- • The position requires a strong understanding of network protocols relevant to VoIP, such as SIP, RTP, and UDP, and the ability to analyze network traffic using tools like Wireshark to pinpoint performance bottlenecks or packet loss.
- • You will be involved in testing and validating new features or infrastructure changes related to voice services, ensuring that they meet Aircall's high standards for quality and reliability before customer deployment.
- • Ultimately, your work will directly contribute to Aircall's mission of redefining customer communications by ensuring that our voice services are not just functional, but exceptional, enabling our customers to connect and grow with confidence.
🎯 Requirements
- • Proven experience in technical support, with a strong emphasis on VoIP, telephony, and network troubleshooting.
- • In-depth understanding of voice quality metrics, common audio issues (e.g., jitter, latency, packet loss), and their impact on user experience.
- • Familiarity with network protocols such as SIP, RTP, and UDP, and experience using network analysis tools (e.g., Wireshark).
- • Excellent problem-solving and analytical skills, with the ability to diagnose complex technical issues systematically.
- • Strong communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical audiences.
🏖️ Benefits
- • Competitive salary and stock options.
- • Comprehensive health, dental, and vision insurance.
- • Generous paid time off and holidays.
- • Remote work flexibility within North America.
- • Opportunities for professional development and career growth in a fast-growing tech company.
- • A collaborative and inclusive company culture with a focus on innovation and customer success.
Skills & Technologies
Remote
About Aircall Inc.
Aircall provides cloud-based phone systems for businesses, integrating voice, SMS, and call analytics with CRM and helpdesk tools like Salesforce and HubSpot. Its platform supports remote teams, scalable call centers, and real-time analytics, enabling companies to manage customer interactions without on-premise hardware. Founded in 2014, the company serves mid-market and enterprise clients across North America and Europe, emphasizing ease of deployment, API customization, and AI-driven insights to improve support and sales workflows.
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