Principal Support Engineer, SAP ABAP
Rimini Street
Technical Support Specialist – Telecommunications Specialist
Aircall
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇽 Mexico
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidiOSVoIP
About the role
- Join a team as a second point of contact for customers across the globe
- Help solve complex technical and operational questions
- Ensure customers can make and receive phone calls, leverage products/integrations, and grow their business
- Work with multiple teams, such as Success, Engineering, Product, Onboarding, and Sales, to provide service and support
- Monitor customer support metrics to proactively identify trends and recurring issues
Requirements
- Strong problem-solving, decision-making, and critical-thinking skills
- Familiarity with remote or hybrid environments
- Previous experience in a client-facing technical role for a SaaS or telecom business
- Ability to convey complex ideas in layman's terms
- Comfortable multitasking in a fast-paced environment; familiar with organizing workflows and process oriented
- Committed, ambitious, team player, and outcome oriented
- Clear communication, problem solving, and technical writing skills in English (Other Languages are a plus)
- Good organizational skills and ability to manage multiple issues simultaneously
- Positive self-starter, willing to dig into complex issues, able to take direction, and work within a team environment
- Willingness to improve and try different approaches and perspectives
- Empathetic and active listener
- Basic understanding of telephony routing, including IVR, ACD, DTMF
- Foundational understanding of the OSI model
- Experience using ticket-based enterprise workflow management systems, applying ITIL concepts. Familiarity with Zendesk and Atlassian products, notably JIRA
- Foundational knowledge about Operating Systems (Windows, Mac OS, Android, iOS)
- VoIP QoS, WAN & LAN
- Soft Switch & SIP providers
- WebRTC applications
- IP protocols
Benefits
- Competitive salary package & benefits
- Work-life balance is important at Aircall
- Fast-learning environment, entrepreneurial and strong team spirit
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
telephony routingIVRACDDTMFOSI modelVoIP QoSWANLANWebRTCIP protocols
Soft skills
problem-solvingdecision-makingcritical-thinkingclear communicationtechnical writingorganizational skillsmultitaskingteam playerempathetic listeneroutcome oriented
