lever
Technical Support Specialist Voice Quality
Aircall
Remote, AUS
Full Time, Temporary, Contract, Internship, Seasonal, Volunteer, Part Time
Mid
Remote
AUD 95000-110000 yearly / year
Discovered 2 weeks ago
SIPVoIPWebRTCDatadogLookerZendesk
Free
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Key Skills for This Role
SIPVoIPWebRTCDatadogLookerZendesk
Full Job Posting
- 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
- 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
- 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
- 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
- Monitor support trends and identify recurring voice-quality issues
- Recommend improvements to product features, support processes, and customer troubleshooting workflows
- Experience supporting VoIP, telecom, or UCaaS platforms in a technical support or operations role
- Strong understanding of VoIP and telephony concepts, including SIP signaling and call routing
- Solid understanding of IP networking fundamentals (TCP/IP, NAT, VLANs, QoS, LAN/WAN)
- Experience troubleshooting real-time communications issues such as poor audio quality, dropped calls, or call routing failures
- Strong written and verbal communication skills in English
- Ability to clearly explain complex technical issues to both technical and non-technical audiences
- Strong organizational skills and the ability to manage multiple issues simultaneously in a fast-paced environment
- Customer-focused mindset and strong problem-solving skills
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