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, Recent 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.<

📌 Customer Engineer, Apac Market (New South Wales)
🏢 Aircall.io
📍 New South Wales