🛠 Tech Stack

💼 About This Role

You'll join Aircall's Voice Quality squad to investigate and resolve complex telephony issues ensuring reliable call quality. You'll work with internal engineering and external carriers to diagnose VoIP problems and drive improvements. This role offers direct impact on customer trust and global collaboration.

🎯 What You'll Do

• Identify root causes of voice-quality issues like robotic audio and dropped calls.
• Analyze SIP signaling logs and call traces to diagnose call routing problems.
• Collaborate with engineering and carriers to resolve platform-level telephony issues.
• Train frontline support teams on VoIP troubleshooting best practices.

📋 Requirements

• Experience supporting VoIP or UCaaS platforms in technical support.
• Strong understanding of SIP signaling and call routing.
• Solid knowledge of IP networking fundamentals (TCP/IP, NAT, VLANs).
• Experience troubleshooting real-time communication issues.

✨ Nice to Have

• Experience with WebRTC-based platforms.
• Familiarity with packet capture analysis (PCAP) or SIP trace analysis.
• Experience using Zendesk and Atlassian tools (Jira, Confluence).

🎁 Benefits & Perks

• 🏖️ Remote-first work environment.
• 💰 Competitive salary with equity.
• 📈 Growth opportunities in a fast-scaling company.
• 🌍 Global team with presence in multiple countries.