Head of Customer Engineering - AI, Cloud & Scale

Cba; Sydney; In loco; AUD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Aircall is hiring a Sydney-based Customer Engineer to drive the technical onboarding and adoption of our SaaS platform. You will configure integrations, enable features, and guide customers to first value with confidence, while supporting renewals with data-driven insights.

You will monitor usage, run enablement sessions, and collaborate with AMs, Support, and Product to deliver measurable outcomes and continuous value across mid-market and enterprise deployments.

Competenze

• 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.

Mansioni

• Lead the technical onboarding for new customers - configuring integrations, enabling features, and guiding them to first value with confidence and clarity.
• Help customers unlock the full potential of Aircall, monitor usage, identify adoption opportunities, and host enablement sessions to deepen engagement.
• Partner with Account Managers to bring a technical lens to renewals, validate system health, and demonstrate ROI through value metrics.
• Oversee setup and activation of new modules such as AI Assist Pro or analytics to ensure immediate value.
• Review customer health signals and usage trends weekly to coach, prevent risk, and maintain proactive guidance.
• Act as project manager during critical issues, coordinating Support, Product, and Engineering for fast resolutions.
• Collaborate with SE, AM, Support, and Product to feed insights for product improvements and roadmap influence.
• Manage multiple implementations with varying technical maturity and maintain strong communication and accountability.

Conoscenze

SaaS architectures

APIs

Webhooks

Integrations

CRM

Analytics

Customer communication

Project management

Commercial awareness

Strumenti

APIs

Cloud tools

Data platforms

Descrizione del lavoro

Aircall is hiring a Sydney-based Customer Engineer to drive the technical onboarding and adoption of our SaaS platform. You will configure integrations, enable features, and guide customers to first value with confidence, while supporting renewals with data-driven insights.

You will monitor usage, run enablement sessions, and collaborate with AMs, Support, and Product to deliver measurable outcomes and continuous value across mid-market and enterprise deployments.