aircall - Technical Support Specialist Voice Quality - German Speaking position

• As a Technical Support Specialist on the Voice Quality squad of the Technical Support team, you will investigate and resolve complex telephony and network-related issues that impact our customers’ ability to make and receive calls through Aircall. • The Voice Quality squad plays a critical role in ensuring customers can rely on Aircall for business-critical communication. Your investigations and improvements directly impact call reliability and customer trust. • This role focuses heavily on voice quality, VoIP troubleshooting, and telecom integrations, and requires collaboration across internal engineering teams and external carrier partners. • You will work closely with customers, support teams, and telecom providers to diagnose issues such as poor audio quality, call failures, reachability problems, and carrier-related routing issues. • This role primarily supports regional business hours, while collaborating with Aircall’s global support organization when additional coverage or expertise is required. • ## Voice and Telephony Troubleshooting • Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues • ## Customer Investigation and Communication • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Translate complex technical findings into clear explanations for customers and internal stakeholders • Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases • ## Collaboration and Escalation • Work closely with Engineering and Product teams to diagnose platform-level issues • Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing problems • Help drive resolution of systemic issues affecting multiple customers • ## Internal Enablement • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Improve escalation processes to ensure high-quality case handoffs • Create and maintain internal troubleshooting documentation • ## Continuous Improvement • Monitor support trends and identify recurring voice-quality issues • Recommend improvements to product features, support processes, and customer troubleshooting workflows