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Network Engineer

Aircall· Customer Experience – 10006 - Support /
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Hybrid (Sydney)$95k - $110kPermanent Full Time EmployeePosted 6mo ago

About the role

Technical Support Specialist on the Voice Quality squad focusing on voice quality, VoIP troubleshooting, and telecom integrations to ensure reliable Aircall telephony for customers. Hybrid role based in Sydney with in-office requirement at least one day per week.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:VoIP and telephony conceptsIP networking fundamentalsCustomer communication
Nice to have:WebRTC troubleshooting

Benefits

  • Competitive salary package & benefits
  • (Salary: $95,000 - $110,000 a year with 10% annual bonus OTE)
Last updated Jul 1, 2026. Interested? Apply on the company site.
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About Aircall

AI-powered customer conversations made easy

Aircall is more than a business phone—it’s an integrated customer communications and intelligence platform. Achieve more with AI Agents, data-driven insights, and automation.

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