Customer Engineer

Aircall is a unicorn in the AI-powered world of customer communications, and it is looking for a Customer Engineer to join its Sydney team. The platform is used by more than 22,000 companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. You’ll be part of a workforce that brings voice, SMS, WhatsApp and AI together in one seamless workspace.

Aircall’s capabilities include an AI Voice Agent that automates routine calls, AI Assist that streamlines post-call work, and AI Assist Pro that provides real-time guidance to help people deliver their best work. The company is headquartered in Paris with a North American hub in Seattle and teams in Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. In this Sydney role, you’ll operate onsite and translate complex technology into clear outcomes for customers, while helping the business scale with confidence.

Aircall works with a customer-obsessed, data-driven mindset and expects ownership, continuous learning, and thoughtful speed. The team is looking for someone who thrives in a collaborative, fast-moving environment where trust and impact matter, and who can act as a trusted advisor from implementation through expansion.

Guiding activation and adoption every day

You’ll own the onboarding for new customers, configuring integrations, enabling features, and guiding them toward first value with confidence. The goal is a fast, frictionless activation and a go-live experience that lays the groundwork for long-term success.

Beyond launch, you’ll help customers realise the full potential of Aircall. You’ll monitor product usage, identify opportunities to deepen adoption, and host enablement sessions or office hours to boost engagement. You may also support the implementation of advanced services through low-code solutions or scripts drawn from a professional services catalog, delivering tangible value from day one.

In close partnership with Account Managers, you’ll bring a technical lens to renewals by validating system health, ensuring adoption goals are met, and showing ROI with clear value metrics. You’ll oversee the setup and activation of new modules such as AI Assist Pro, ensuring features are configured, adopted, and delivering value from the start.

Each week you’ll review health signals, product telemetry, and usage trends for your customer portfolio. You’ll reach out proactively to coach and guide, preventing risk and making customers feel supported rather than reactive. When critical issues arise, you’ll coordinate with Support, Product and Engineering to resolve them quickly and transparently, strengthening trust and process maturity.

Working daily with Account Managers, Support and Solutions Engineers, you’ll help deliver a seamless customer journey and feed insights back into product improvements and roadmaps as Aircall scales its value delivery.

Must-have ingredients for success

• Strong technical fluency with SaaS architectures, APIs, webhooks, integrations and cloud environments
• Ability to configure and troubleshoot customer environments (CRM, analytics, automation, and communications stacks) and read technical documentation to drive resolution with minimal supervision
• Empathetic, outcomes-focused approach that measures success by customer value
• Structured, delivery-driven mindset with the capacity to manage multiple implementations without sacrificing quality or responsiveness
• Comfort collaborating across SE, AM, Support and Product to turn technical delivery into business value and offer practical solutions

Nice-to-have background

• 4–8 years or more in a customer-facing technical role (CE, Technical Account Manager, Implementation Specialist, or similar)
• Proven experience leading SaaS implementations and driving product adoption in mid-market or enterprise settings
• Strong technical background in API integrations, cloud tools, or customer data platforms
• Demonstrated ability to manage multiple customers with different levels of technical maturity
• Exceptional communication and presentation skills

Compensation, benefits and practical details

Aircall offers a competitive salary package and benefits.

The role is based onsite in Sydney, Australia.

Applicants must have the right to work in Australia; unfortunately, candidates without this eligibility cannot be considered at this time.

Advice for applicants

Lead your resume with your most relevant, customer-facing technical experience and include concrete examples of SaaS implementations and activations that delivered measurable value.

When you describe your must-have skills, point to specific instances of API integrations, cloud tool usage, and configurations of customer environments, and show how you resolved blockers with limited supervision.

In interviews, be prepared to walk through activation journeys and cross-functional escalations you’ve led, highlighting how you balanced quick wins with long-term adoption.

Ask a smart question about how Aircall measures CE success, for example querying time-to-value, adoption depth, and the impact on renewals and expansions, and how adoption data informs commercial conversations.