Technical Support Specialist

Description

The company makes an AI-powered communications platform used by 24,000+ companies around the globe, bringing voice, SMS, WhatsApp and 250+ integrations into one workspace.

Its AI Voice Agents take routine calls while staff focus on the conversations that matter most.

The team has 600+ people from 40+ nationalities, spread across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney and Mexico City.

As second-level support, this role handles technical investigations that combine troubleshooting, customer communication and problem solving across integrations, APIs, messaging, call configuration, analytics and AI features.

Because the platform connects with hundreds of outside tools, you will work with CRM systems, automation platforms, APIs and telecom infrastructure.

Responsibilities

• Work through customer cases in Zendesk and lead live troubleshooting sessions with customers when needed.
• Dig into escalated problems across integrations, APIs, telephony setup, messaging and analytics.
• Diagnose issues with CRM integrations including Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, Monday.com and other third-party platforms.
• Read webhook payloads, API responses and request logs to find the cause of integration faults.
• Use Postman, browser developer consoles and HAR files to see how the platform behaves.
• Investigate problems with SMS, MMS and WhatsApp integrations.
• Find faults in authentication, permissions and configuration inside customer environments.
• Look into transcription, AI Assist summaries and AI Voice Agent behavior.
• Resolve faults in reports and dashboard data, including the company Dashboard and data integrations.
• Help customers with call flows, number setup and feature behavior.
• Run live sessions with customers to diagnose and fix problems.
• Explain technical findings in plain language to customers and internal teams, keeping high-impact cases well updated.
• Work with Product and Engineering to pin down root causes and reproduce bugs.
• Bring in partners such as Salesforce, HubSpot or telecom providers when deeper digging is needed.
• Spot systemic problems and feed findings into product improvements.
• Coach frontline support on troubleshooting methods and when to escalate.
• Write and maintain internal troubleshooting guides and knowledge base articles.
• Track recurring issues and suggest changes to support processes and platform reliability.

Requirements

• Required: background in technical support at a SaaS, telecom or platform company.
• Required: strong troubleshooting and analysis skills for complex problems.
• Required: hands-on work with APIs and webhooks.
• Required: practical use of Postman or similar API testing tools.
• Required: experience using developer tools or HAR files to inspect browser behavior.
• Required: clear written and spoken English.
• Required: ability to explain complex technical matters to people without technical backgrounds.
• Required: organised, able to juggle several investigations at once.
• Required: customer-first attitude and solid problem solving.
• 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 messaging platforms.
• Preferred: familiarity with Jira and Confluence.
• Preferred: experience working in a remote or distributed team.

Conditions

The support team follows a follow-the-sun model covering the Americas, EMEA and Asia-Pacific.

The company may use AI tools to help with parts of hiring, such as screening applications, but people make the final decisions. Contact the company for details on how your data is handled.

Diversity, equity and inclusion matter to the company, whatever a person's origin, identity, background or orientation.

Benefits

• A strong moment to join the company as it grows, with plenty of opportunity.
• Work-life balance is treated as important.
• Quick learning, an entrepreneurial mindset and a close-knit team.
• Colleagues from 45+ nationalities, bringing a multicultural outlook.
• A competitive pay and benefits package.