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Customer Engineer

Aircall· Customer Experience – 13009 - Onboarding
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Hybrid (Sydney)Permanent Full Time EmployeePosted 4mo ago

About the role

Customer Engineers (CEs) are the technical drivers of customer success at Aircall, owning onboarding, activation and technical adoption to ensure customers realise measurable value from Aircall’s platform. The role is customer-facing, proactive and high-impact, combining product and integration expertise with strong communication, project management, and commercial awareness.

Responsibilities

  • Own Customer Activation: 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: monitor product usage, identify adoption opportunities, host enablement sessions, and support implementation with low-code solutions or scripts based on a professional services catalog.
  • Manage Renewals and Value Realization: work with Account Managers to validate system health, ensure adoption goals, and demonstrate ROI through value metrics.
  • Lead Add-On Activations: oversee setup and activation of new modules (e.g., AI Assist Pro, advanced analytics) to ensure value from day one.
  • Proactively Monitor and Support Your Portfolio: review health signals, telemetry, and usage trends; coach and prevent risk proactively.
  • Manage Customer Escalations: act as project manager coordinating Support, Product, and Engineering for fast, transparent resolutions.
  • Collaborate Across the Business: partner with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey and feed product improvements.

Qualifications

  • 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: API integrations, cloud tools, or customer data platforms
  • Demonstrated ability to manage multiple customers with varying technical maturity
  • Exceptional communication and presentation skills

Skills

Required:SaaS architectures and APIsIntegration configuration and troubleshootingCustomer communicationProject managementCommercial awarenessCollaboration across functions

Benefits

  • Competitive salary package & benefits
Last updated Jul 1, 2026. Interested? Apply on the company site.
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About Aircall

AI-powered customer conversations made easy

Aircall is more than a business phone—it’s an integrated customer communications and intelligence platform. Achieve more with AI Agents, data-driven insights, and automation.

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