Technical Support Specialist Voice Quality - German Speaking

About the Role

Join Aircall's Technical Support team as a German-speaking specialist to investigate and resolve complex voice quality and telephony issues, ensuring seamless communication for our global customer base.

Responsibilities

• Investigate and troubleshoot escalated voice-quality issues including robotic audio, jitter, packet loss, latency, and dropped calls.
• Analyze SIP, VoIP, and WebRTC issues, examining logs and signaling data to identify root causes.
• Lead technical troubleshooting sessions with customers and communicate complex findings clearly.
• Collaborate with internal Engineering and Product teams, as well as external telecom carriers, to resolve systemic issues.
• Train frontline support teams and improve escalation processes.

Requirements

• Fluent in German.
• Experience supporting VoIP, telecom, or UCaaS platforms.
• Strong understanding of VoIP, SIP signaling, call routing, and IP networking fundamentals (TCP/IP, NAT, VLANs, QoS).
• Proven experience troubleshooting real-time communication issues.
• Excellent written and verbal communication skills in English.
• Strong organizational and problem-solving skills.

Nice-to-Haves

• Experience troubleshooting WebRTC-based platforms.
• Familiarity with packet capture (PCAP) or SIP trace analysis.
• Experience with monitoring tools (e.g., Datadog) and analytics tools (e.g., Looker).
• Experience with Zendesk and Atlassian tools (Jira, Confluence).