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Customer Engineer, APAC Market

Aircall.io, Inc.
Sydney NSW

Quick Apply

Job Details

6 days ago

Qualifications

APIs
SaaS
AI
Communication skills

Full Job Description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We're redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.

Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall's AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We've built a product customers love and a business that's scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.

At Aircall, you'll join a company in motion. We're ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

How we work at Aircall: We're customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you'll feel at home here.

About the Role:

Customer Engineers (CEs) are the technical drivers of customer success at Aircall. They ensure that what we sell becomes what customers use — and what they use becomes what they grow.
CEs own the onboarding, activation, and technical adoption journey, ensuring every customer realises measurable value from Aircall's platform.
They combine deep product and integration expertise with strong communication skills, structured project management, and commercial awareness. This is a customer-facing, proactive, and high-impact role — designed for those who can translate complex technology into clear outcomes and act as trusted advisors from implementation through expansion.

Unfortunately candidates without the right to work in Australia cannot be considered at this time

Key Responsibilities

1. Own Customer Activation

You'll lead the technical onboarding for new customers - configuring integrations, enabling features, and guiding them to first value with confidence and clarity. Your goal: fast, frictionless activation and a confident go-live experience that sets the foundation for long-term success.

2. Drive Adoption and Growth

Beyond launch, you'll help customers unlock the full potential of Aircall. You'll monitor product usage, identify adoption opportunities, and host enablement sessions or office hours to deepen engagement. You'll ensure customers understand - and use - the capabilities that make a real impact, including our AI-driven features. This might require supporting our customers in building or owning the implementation of advanced services with low-code solutions or scripts on the basis of a professional services catalog.

3. Manage Renewals and Value Realization

In close partnership with Account Managers, you'll bring a technical lens to the renewal process. You'll validate system health, ensure adoption goals are met, and demonstrate ROI through clear value metrics. Your partnership helps ensure customers renew confidently, knowing Aircall powers measurable outcomes.

4. Lead Add-On Activations

When customers purchase new modules - such as AI Assist Pro or advanced analytics - you'll oversee the setup and activation, ensuring features are properly configured, adopted, and delivering value from day one.

5. Proactively Monitor and Support Your Portfolio

Each week, you'll review customer health signals, product telemetry, and usage trends. You'll reach out before issues arise — to coach, consult, and prevent risk — ensuring every customer feels guided, not reactive.

6. Manage Customer Escalations

When critical or tactical issues surface, you'll act as the project manager - coordinating Support, Product, and Engineering to ensure a fast, transparent resolution. You'll handle a handful of structured escalations each quarter and use those moments to strengthen trust and process maturity.

7. Collaborate Across the Business

You'll partner daily with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey. Your insights will feed product improvements, influence roadmaps, and help shape how Aircall scales customer value.

Qualifications

Technical Fluency

Deep understanding of SaaS architectures, APIs, webhooks, integrations, and cloud environments.
Confident configuring and troubleshooting customer environments (CRM, analytics, automation, communication stacks).
Able to read technical documentation, identify integration blockers, and drive resolution with minimal supervision.

Customer Orientation

Highly empathetic and outcome-focused — measures success by customer value, not by ticket closure.
Able to balance short-term problem-solving with long-term adoption and success planning.
Communicates technical information clearly to both technical and non-technical audiences.

Execution Excellence

Structured, detail-oriented, and disciplined in delivery.
Manages multiple implementations simultaneously without sacrificing quality or responsiveness.
Strong project management and stakeholder alignment skills; capable of driving accountability on both sides.

Commercial Awareness

Understands how technical adoption connects to revenue — renewals, expansions, and customer advocacy.
Partners seamlessly with AMs, ensuring data-driven insight feeds into renewal and upsell planning.
Comfortable contributing to value discussions and supporting commercial conversations with factual adoption data.

Collaboration & Influence

Works fluidly across SE, AM, Support, and Product functions.
Acts as the connective tissue between technical delivery and business outcomes.
Brings solutions, not just escalations — always seeks to simplify and improve.

Experience & Background

4–8 years or more in a customer-facing technical role (Customer Engineer, Technical Account Manager, Implementation Specialist, or similar).
Proven experience leading SaaS implementations and driving product adoption in mid-market or enterprise environments.
Strong technical background: API integrations, cloud tools, or customer data platforms.
Demonstrated ability to manage multiple customers with different levels of technical maturity.
Exceptional communication and presentation skills.

Key Metrics of Success

Time-to-Value (TTV): % of customers activated within target window.
Adoption Depth: Feature usage, seat activation, AI and integration adoption rates.
Customer Health: Reduction in risk signals, increased utilisation.
Commercial Enablement: Renewal rate, expansion influence, and value proof contributions.

Why This Role Matters

Customer Engineers sit at the center of Aircall's customer experience. They ensure the technology works, the value is realized, and the relationship grows.
They are not reactive troubleshooters — they are technical strategists who build trust, enable adoption, and translate great technology into real business outcomes.At Aircall, a great CE doesn't just implement — they educate, anticipate, and elevate every customer interaction.

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 will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.

Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Key Responsibilities

1. Own Customer Activation

2. Drive Adoption and Growth

3. Manage Renewals and Value Realization

4. Lead Add-On Activations

5. Proactively Monitor and Support Your Portfolio

6. Manage Customer Escalations

7. Collaborate Across the Business

Qualifications

Technical Fluency

Customer Orientation

Execution Excellence

Commercial Awareness

Collaboration & Influence

Experience & Background

Key Metrics of Success

Why This Role Matters