At a Glance
- Tasks: Lead customer onboarding and ensure they unlock the full potential of Aircall's platform.
- Company: Join a fast-growing unicorn redefining customer communications with AI technology.
- Benefits: Enjoy a competitive salary, work-life balance, and a supportive team environment.
- Other info: Hybrid role with opportunities for growth in a dynamic, inclusive workplace.
- Why this job: Make a real impact by helping customers succeed with innovative tech solutions.
- Qualifications: Experience in customer-facing technical roles and strong communication skills required.
The predicted salary is between 130500 - 159500 $ per year.
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, with a strong North American presence anchored in Seattle, 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.
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.
- 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.
- Manage Renewals and Value Realization: In close partnership with Account Managers, you'll bring a technical lens to the renewal process.
- Lead Add-On Activations: When customers purchase new modules, you'll oversee the setup and activation.
- Proactively Monitor and Support Your Portfolio: Each week, you'll review customer health signals, product telemetry, and usage trends.
- Manage Customer Escalations: When critical or tactical issues surface, you'll act as the project manager.
- Collaborate Across the Business: You'll partner daily with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey.
Qualifications
- Technical Fluency: Deep understanding of SaaS architectures, APIs, web-hooks, integrations, and cloud environments.
- Customer Orientation: Highly empathetic and outcome-focused.
- Experience & Background: 4–8 years or more in a customer-facing technical role.
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.
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 are core to our journey. We're committed to ensuring that everyone has a seat at the table and is valued and respected.
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?
Customer Engineer, APAC Market in Sydney employer: Aircall.io, Inc.
Aircall is an exceptional employer that fosters a dynamic and collaborative work culture, particularly in our Sydney CBD office. With a strong focus on employee growth through our Sales Career Track, we offer meaningful opportunities for advancement alongside competitive salaries and uncapped commission potential. Our commitment to work-life balance and a diverse, inclusive environment ensures that every team member feels valued and empowered to thrive.
