Tech Support Engineer

About

Aircall is on a mission to redefine the business phone.

We are an advanced cloud-based phone system, complete business phone, and call center software — all wrapped up in one single tool.

But behind our product are the people driving it. Ambition, Community, Teamwork and Transparency –– these are the values we live by at Aircall. We know that success comes from hard work and deserves to be recognized and rewarded.

So if you’re a person that loves a good challenge, enjoys solving meaningful problems, and wants to be a part of a fast-growing startup — then you just might be who we’re looking for!

Job Description

What you will do?:

  • As a Tech Support Engineer, you will be attached to our QA Engineering department and, will:
  • Handle technical and functional questions escalated by the Customer Relations Team
  • Analyse, Reproduce and Report all the incidents reported by customers;
  • Test fixes deployed by developers with the QA Team
  • Create and maintain internal documentation for recurrent issues
  • Train the Customer Care Team about technical issues
  • Work closely with QA Engineers to identify and mitigate risks in potential features, provide best practices to Customer Care Team
  • Escalate feedback to Product & Tech teams in order to help improving our product

Preferred Experience

What we are looking for:

Qualification

  • Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English (Other European Language are an advantage)
  • Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
  • Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment
  • Aptitude to learn and support new products and systems (hardware & software)

Hard skills

  • Experience using and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products.
  • Operating systems (Windows, Linux,, OS X, …)
  • IP Networking Concepts (TCP/IP, VLAN, FTP,)
  • Ability to read, parse and manipulate various technical formats including XML, EDI and CSV
  • Working knowledge of B2B technologies including AS2, SFTP and Web Services
  • Background writing in a scripting language a plus

Preferred experience

  • Master or BcS in Software engineering
  • 1-3 years of experience as a Tech Support Engineer in a tech company
  • Familiarity with Ruby & React languages
  • Familiarity with SQL
  • Good communication and collaboration skills
  • API knowledge and coding skills a plus

Recruitment Process

Phone Call
Technical Test
On-site interview
Social Time with the team

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75010)
  • Education Level: Master's Degree
  • Experience: > 2 years