Customer Engineer, Apac Market

Aircall.Io; New South Wales; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Aircall is looking for a Customer Engineer in Australia to drive onboarding, activation, and technical adoption for customer success. You will combine product and integration expertise with strong communication and project management to ensure demonstrable value from Aircall’s platform.

You will collaborate with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey, scale deployments, and support renewals with data-driven insights.

Qualifications

• Deep understanding of SaaS architectures, APIs, web-hooks, 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.

Responsabilités

• Own Customer Activation: lead technical onboarding for new customers and configure integrations for fast value.
• Drive Adoption and Growth: monitor usage, identify opportunities, and run enablement sessions to deepen engagement.
• Manage Renewals and Value Realization: work with Account Managers to ensure adoption goals and ROI are demonstrated.
• Lead Add-On Activations: oversee setup and activation of modules like AI Assist Pro and analytics.
• Proactively Monitor and Support Your Portfolio: review health signals and usage trends to coach and prevent risk.
• Manage Customer Escalations: coordinate cross‑functional teams to resolve critical issues quickly.
• Collaborate Across the Business: partner with AMs, Support, and Solutions Engineers to improve product and renewals.

Description du poste

Aircall is a unicorn AI-powered communications platform transforming how teams win with customers. For over a decade, we’ve believed voice builds the strongest business relationships. We bring voice, SMS, WhatsApp, and 250+ integrations together on one seamless workspace—so every customer conversation drives revenue, resolves issues faster, and builds trust. Our AI Voice Agents handle routine interactions while your team leads the conversations that matter most. Used by 24,000+ businesses worldwide. We’re 600+ people from 40+ nationalities across Paris, London, Madrid, Berlin, New York, San Francisco, Seattle, Sydney, and Mexico City. We’re ambitious, product-driven, and execution-focused—built for visible impact, fast decisions, and real growth. Come join us!

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 theonboarding, 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 acustomer-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

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.

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.

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.

Lead Add-On Activations:

• When customers purchase new modules - such asAI Assist Proor advanced analytics - you’ll oversee the setup and activation, ensuring features are properly configured, adopted, and delivering value from day one.

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.

Manage Customer Escalations:

• When critical or tactical issues surface, you’ll act as theproject 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.

Collaborate Across the Business:

• You’ll partner daily withAccount Managers,Support, andSolutions Engineersto 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, web-hooks, 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 utilization.
• Commercial Enablement:Renewal rate, expansion influence, and value proof contributions.

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 & multicultural 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.

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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.