Support Operations - Technical Specialist
Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 18,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.
Role Description:
We are seeking a Tech Savvy, Support Operations Specialist to join our Aircall Support Operations team.
You will provide your Technical, Development and Support expertise to our Global Support team and work within our Support Operations team to help deliver amazing customer experiences.
Our Operations team supports our Global Support team in providing the infrastructure, tooling, processes, analytics and education to our global support team and partnered departments. We blend a diverse skill set to drive great customer and employee experiences.
The ideal candidate will have experience working in a SaaS environment providing deep technical support for clients in addition to experience working in an Agile, Program Management or TechOps role. You may have also had some experience in DevOps, IT Administration, or Administrative support of critical Business tools.
This position is Portugal remote based.
Example Duties
- Regularly review tickets assigned to you, critically evaluating the request and determining appropriate solutions. These tickets will be from internal employees, your team or as a result of ongoing project work.
- Carry out investigations into bug reports from the team on the IT tools being used.
- Review and refine requirements documentation, and eliminate uncertainty.
- Complete and refine reports for metric requests in collaboration with our Data Analyst. Maintain and update documentation on solutions and information systems. Carry out audits of our information systems. Develop technical solutions using a variety of coding languages such as JavaScript/ECMA, Python, SQL, Java depending on the task at hand.
- Complete spikes on various elements and prepare detailed reports.
- Ensure all tasks are completed with Security, best practices and broader context at hand.
- You will be required to implement solutions in a testing environment and ensure they are correctly operating before moving these to production.
Skills and Experience
Skills Required:
- Organized and proactive approach to working.
- Experience working in a Fully remote environment with a Global team.
- Working knowledge of SQL and advanced Spreadsheet functionality.
- Working knowledge of Python or Java and experience with both.
- Ability to review changes to technical documentation and validate them.
- Experience working in an Agile environmentKnowledge of troubleshooting, security, and deployment practices.
Skills Desirable
- Experience with a major Project Management tool would be ideal.
- Experience with Jira would be ideal.
- Experience with a backend development language such as Python, Java JavaScript
- Hands-on experience of Zendesk is desirable.
- Experience working with Cloud based infrastructure would be desirable.
Working Hours
- You will be expected to work during normal local business hours in addition to a maximum of two days per week to facilitate global team meetings with your peers based in Europe and North America. We will work to minimize the amount of adjustments in accordance with your preferences and needs.
Team
- You will be working in a small global team with domain specialists. We work closely with Project managers and Program managers as well as a Support Leadership team to help manage change and implement the future of our business. You will have the opportunity to work on cross-functional projects as well as work with peers directly in your team
Hiring Process
You will complete the following as part of your hiring process:
- You must submit a cover letter along with your resume or a comprehensive LinkedIn profile. The cover letter should outline your appropriate experience and skills for this role.
- You will have an opportunity to meet with our recruitment team and ask clarifying questions about the role, working conditions and information about Aircall.
- If successful, You will then complete a 20-40 minute interview with the hiring manager. It is important that we discuss your experience and skillset openly in this meeting to ensure the next part of the process sets you up for success.
- If we feel you are a good fit for the role, we will share a 3 part take away assessment, which will be a mock-up of some tasks you might need to complete in the role. You will be required to share your work and then present your work to two members of the Support Operations team.
- Finally, you will meet with the Hiring manager with another manager or leader of the Aircall Support organization.
In the event, you or our team have any questions or concerns, we may adjust the hiring process above to be more suitable for yourself or needs of the team. If you feel you would benefit from additional support or help in this process, please let us know.
Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.
Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.
We’re creating a place where great people trust one another and thrive together.
People flourish at Aircall and now is the time to be part of the team and the journey we’re on.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds.