Technical Support Specialist - Remote from Portugal

Position Overview

• Location Type: Remote
• Job Type: Permanent Full Time Employee
• Salary:

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.

We are recruiting a Technical Support Specialist who will work remotely from Portugal.

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, and 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.

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.

Qualifications

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