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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting and analytical skills in technical support, particularly within SaaS and telecom environments. Proficient in investigating APIs, webhooks, and CRM integrations while effectively communicating complex technical issues to diverse audiences.
Highest-signal resume keywords
Technical Support ExperienceAPI and Webhook InvestigationPostman ProficiencyCRM Integration TroubleshootingStrong Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAPIWebhookCRM IntegrationAnalytical SkillsTelephony ConfigurationData AnalysisAuthentication DiagnosisFeature Behavior SupportAI-Powered Feature Support
Soft Skills
Customer-Focused MindsetProblem-Solving AbilitiesOrganizational SkillsClear CommunicationCollaboration
Tools & Technologies
PostmanSalesforceHubSpotZendeskZohoBullhornMonday.comDatadogLookerJira
Industry Keywords
SaaSTelecomPlatform-Based CompanyTechnical IssuesEscalated IssuesKnowledge-Base ArticlesRemote Team EnvironmentAI AssistantsTranscriptionMessaging Features
About the role
Key responsibilities & impact- Investigate escalated technical issues across integrations, APIs, telephony configuration, messaging features, and analytics
- Troubleshoot CRM integrations including Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com
- Analyze webhook payloads, API responses, and request logs
- Use Postman, browser developer consoles, and HAR files to investigate platform behavior
- Troubleshoot SMS, MMS, and WhatsApp integrations
- Diagnose authentication, permissions, and configuration issues
- Investigate AI-powered features including transcription, AI Assist summaries, and AI Voice Agent behavior
- Troubleshoot analytics and reporting issues involving the Aircall Dashboard and data integrations
- Support call flow, number configuration, and feature behavior
- Lead technical troubleshooting sessions with customers
- Explain complex technical findings to customers and internal stakeholders
- Collaborate with Product, Engineering, external partners, and telecom providers to diagnose issues and reproduce bugs
- Identify systemic issues and contribute to product improvement initiatives
- Train frontline support teams on troubleshooting and escalation best practices
- Create and maintain troubleshooting documentation and knowledge-base articles
- Monitor recurring issues and recommend improvements to support processes and platform reliability
Requirements
What you’ll need- Experience in a technical support role within a SaaS, telecom, or platform-based company
- Strong troubleshooting and analytical skills
- Experience working with APIs and webhooks
- Experience using Postman or similar API testing tools
- Experience investigating browser behavior using developer tools or HAR files
- Strong written and verbal communication skills in English
- Ability to explain complex technical issues clearly to non-technical audiences
- Strong organizational skills and ability to manage multiple investigations simultaneously
- Customer-focused mindset with strong problem-solving abilities
- Preferred: Experience troubleshooting CRM integrations such as Salesforce, HubSpot, or Zendesk
- Preferred: Familiarity with Datadog
- Preferred: Familiarity with Looker
- Preferred: Experience supporting AI-powered SaaS products such as transcription or AI assistants
- Preferred: Experience with SMS, MMS, or WhatsApp
- Preferred: Familiarity with Jira and Confluence
- Preferred: Experience working in a remote or distributed team environment
Benefits
Comp & perks- Competitive salary package & benefits
- Work-life balance
- Fast-learning environment
- Entrepreneurial and strong team spirit
- Cosmopolite and multi-cultural mindset
- Equal opportunities to develop and thrive