Customer Engineer

Aircall•Sydney, NS

About The Position

Aircall is a rapidly growing, AI-powered customer communications platform used by over 22,000 companies globally. We are transforming customer communications by integrating voice, SMS, WhatsApp, and AI into a unified workspace. Our mission is to help teams work smarter by automating routine tasks, streamlining post-call work, and providing real-time guidance through AI solutions. Headquartered in Paris with a significant North American presence in Seattle and teams across multiple international locations, Aircall is backed by top investors and is at the forefront of AI innovation. We foster an environment that is ambitious, product-driven, execution-focused, and offers visible impact, swift decision-making, and substantial growth opportunities. Our culture is defined by customer obsession, data-driven decisions, ownership, continuous learning, and thoughtful speed, making it an ideal place for collaborative and impact-oriented individuals. The Customer Engineer (CE) role is central to ensuring customer success by bridging the gap between what is sold and what is utilized, ultimately driving customer growth. CEs are responsible for the entire customer lifecycle, from onboarding and activation to technical adoption, ensuring each customer derives measurable value from Aircall's platform. This role demands a blend of deep product and integration expertise, strong communication and project management skills, and commercial acumen. As a customer-facing, proactive, and high-impact position, it is designed for individuals who can translate complex technology into tangible outcomes and serve as trusted advisors throughout the customer's journey, from initial implementation to expansion phases. Candidates must have the legal right to work in Australia.

Requirements

Deep understanding of SaaS architectures, APIs, webhooks, integrations, and cloud environments.
Proficiency in configuring and troubleshooting customer environments, including CRM, analytics, automation, and communication stacks.
Ability to read technical documentation, identify integration blockers, and drive resolution with minimal supervision.
High empathy and an outcome-focused approach, measuring success by customer value.
Ability to balance short-term problem-solving with long-term adoption and success planning.
Clear communication of technical information to both technical and non-technical audiences.
Structured, detail-oriented, and disciplined in delivery.
Proven ability to manage multiple implementations simultaneously without sacrificing quality or responsiveness.
Strong project management and stakeholder alignment skills, capable of driving accountability.
Understanding of how technical adoption connects to revenue, including renewals, expansions, and customer advocacy.
Ability to partner seamlessly with Account Managers, ensuring data-driven insights inform renewal and upsell planning.
Comfortable contributing to value discussions and supporting commercial conversations with factual adoption data.
Ability to work fluidly across Sales Engineering, Account Management, Support, and Product functions.
A proactive approach to problem-solving and process improvement.
4–8 years or more in a customer-facing technical role (e.g., Customer Engineer, Technical Account Manager, Implementation Specialist).
Proven experience leading SaaS implementations and driving product adoption in mid-market or enterprise environments.
Strong technical background in API integrations, cloud tools, or customer data platforms.
Demonstrated ability to manage multiple customers with varying technical maturity levels.
Exceptional communication and presentation skills.

Responsibilities

Lead the technical onboarding for new customers, including configuring integrations, enabling features, and guiding them to initial value realization quickly and efficiently.
Drive customer adoption of Aircall's full potential by monitoring product usage, identifying opportunities for deeper engagement, and hosting enablement sessions or office hours.
Support customers in building or implementing advanced services using low-code solutions or scripts based on a professional services catalog.
Partner with Account Managers to provide a technical perspective on the renewal process, validating system health, ensuring adoption goals are met, and demonstrating ROI through value metrics.
Oversee the setup and activation of new modules or features, such as AI Assist Pro or advanced analytics, ensuring they are properly configured and delivering value from day one.
Proactively monitor customer health signals, product telemetry, and usage trends to identify and address potential issues before they arise, offering coaching and consultation.
Manage customer escalations by coordinating with Support, Product, and Engineering teams to ensure swift and transparent issue resolution.
Collaborate with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey and provide insights for product improvements and roadmap influence.