Tech Support Specialist (L2 Support) [Remote: Austin, TX]
Aircall is on a mission to revolutionize the business phone.
We are an advanced cloud-based phone system, complete business phone, and call center software — all wrapped up in one single tool.
But behind our product are the people driving it. Ambition, teamwork, transparency and community — these are the values we live by at Aircall. We know that success comes from hard work and deserves to be recognized and rewarded.
So 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're looking for!
About the role:
Customer Care is the heart of Aircall. We’re looking for a highly motivated person with excellent communication and technical skills to work closely with our Customer Care team to resolve complex problems.
What you'll do:
- As a Tech Support Associate, you will work closely with our QA Engineering department and, will:
- Handle technical and functional questions escalated by the Customer Care Team
- Analyze, reproduce and report all the incidents reported by customers
- Test fixes deployed by developers with the QA Team
- Create and maintain internal documentation for recurrent issues
- Train the Customer Care Team about technical issues
- Work closely with QA Engineers to identify and mitigate risks in potential features, provide best practices to Customer Care Team
- Escalate feedback to Product & Tech teams in order to help with improving our product
What you'll bring:
- Bachelor’s degree in Computer Science, Software Engineering, or related field
- 1-3 years or more of experience as a Tech Support Associate (L2) in a tech company
- Passion for consistently providing fantastic customer experiences
- Excellent verbal and written communication skills
- You have the ability to explain technical concepts in an easy to understand manner
- Great technical writing skills
- Problem solver and results driven, you can quickly think on your feet
- Comfortable managing several competing tasks and issues in a fast-paced and changing international environment
- A love for data-- and the ability to track progress
- You are a positive self-starter, willing to dig into complex issues, take direction, and work within a team environment
- Aptitude to learn and support new products and systems (hardware & software)
- The willingness to learn and help
- Prior experience working for a tech startup, a huge plus!
- Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
- Comfortable with various operating systems (Windows, Linux, and OS X)
- IP Networking Concepts (TCP/IP, VLAN, FTP)
- Ability to read, parse and manipulate various technical formats including XML, EDI, and CSV
- Working knowledge of B2B technologies including AS2, SFTP and Web Services
- Background writing in a scripting language, a plus
- API knowledge and coding skills, a plus!
- Familiarity with Ruby & React languages preferred
- Familiarity with SQL preferred
Hard skills:
About Aircall:
We believe that everyone’s voice is unique and valuable. That’s why we advocate to empower the voice of both our employees and our customers. Being fully engaged at work means that we’re happier, more confident, and more excited to achieve great things together.
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across two continents. We give you the freedom and tools to do your best work, and foster an environment you can do it in. We also have some sweet perks like:
- Medical, dental, and vision insurance is 100% covered
- Unlimited PTO — take the time you need to come to work feeling great!
- 401k plan (with company matching!)
- Equity
- Competitive salary with fitness/wellness reimbursement
- 4-month primary parent/caregiver leave policy and 1-month secondary parent/caregiver leave policy
Aircall is committed to building a diverse, equitable and inclusive workforce. We are an equal opportunity employer and welcome qualified applicants, regardless of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, pregnancy status, veteran status, or any other differences. If you have a disability or special need that requires accommodation, please let us know. Members of communities historically underrepresented in tech are encouraged to apply.