Customer Engineer, APAC Market

Aircall.io, Inc.; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Aircall is a unicorn AI-powered cust omer communications platform with a global footprint and a Sydney presence. This Customer Engineer role is hybrid, requiring regular in-office time in Sydney.

You will lead onboarding, drive adoption, and manage renewals, coordinating with AMs, Support, and Product teams to deliver measurable outcomes for customers. Bring 4–8 years in customer-facing technical roles, strong API/integration experience, and a passion for translating complex tech into clear

Qualifications

• 4–8 years in a customer-facing technical role (Customer Engineer, 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.
• Exceptional communication and presentation skills.

Responsibilities

• Lead the technical onboarding for new customers—configuring integrations and guiding first value.
• Drive adoption by monitoring usage and hosting enablement sessions to deepen engagement.
• Support renewals with a technical lens and demonstrate ROI through value metrics.
• Lead add-on activations (AI modules, analytics) and ensure adoption and value delivery.
• Proactively monitor health signals and manage escalations with cross-functional teams.
• Collaborate daily with Account Managers, Support, and Solutions Engineers to improve the customer journey.

Skills

SaaS architectures

APIs & webhooks

Integrations

Cloud environments

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 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.
• 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.
• 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.
• 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.

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

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.

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.

This role is a hybrid role and requires some regular in office time. Are you comfortable with being in the office 3 days per week?