Customer Engineer

Aircall, the unicorn AI-powered platform for customer communications, is looking for a Customer Engineer to join its Sydney onsite team. The role centers on turning what Aircall sells into real, measurable value for customers through focused onboarding, activation and ongoing technical adoption. This position suits someone who can translate complex technology into clear outcomes and serve as a trusted advisor from implementation through expansion. Aircall is headquartered in Paris, with a strong North American footprint anchored in Seattle, and teams around the world including Madrid, London, Berlin, San Francisco, New York City, Sydney and Mexico City. The company blends voice, SMS, WhatsApp and AI into one workspace to help customer-facing teams work more efficiently, resolve issues faster and scale with confidence. The Sydney team sits within a global, fast-moving organisation that’s grounded in ambitious product development and rapid AI-enabled innovation. Applicants must have the right to work in Australia.

The activation and adoption rhythm

You’ll take charge of the technical onboarding for new customers, configuring integrations, turning on features, and guiding them to first value so go‑live happens smoothly and confidently. After launch, the focus shifts to unlocking Aircall’s full potential by monitoring usage, spotting opportunities to improve adoption, and running enablement sessions to deepen engagement. You may support advanced services with low-code solutions or scripts as part of a professional services catalog, particularly around AI‑driven capabilities. When it comes time for add-ons like AI Assist Pro or advanced analytics, you’ll oversee setup and ensure those features are properly configured and delivering value from day one. Each week, you’ll review health signals, telemetry and usage trends, reaching out proactively to coach customers and prevent risk. If critical issues arise, you’ll take the project‑management lead to coordinate Support, Product and Engineering for a fast, transparent resolution, then share learnings to strengthen processes. You’ll collaborate daily with Account Managers, Support and Solutions Engineers to smooth the customer journey and help inform product improvements and roadmaps.

What you’ll bring to the table

Here’s what Aircall is looking for, broken into the must-haves and nice-to-haves.

• 4–8+ years in a customer-facing technical role (for example, Customer Engineer, Technical Account Manager, or Implementation Specialist) with a track record of leading SaaS deployments and driving adoption in mid‑market or enterprise settings
• Strong technical fluency with SaaS architectures, APIs, webhooks, integrations and cloud environments, plus the ability to configure and troubleshoot customer environments like CRMs, analytics tools and automation stacks
• Ability to read technical documentation, spot integration blockers and push for resolution with minimal supervision
• Clear customer focus that balances quick wins with long‑term adoption and success planning
• Excellent communication and presentation skills, able to explain technical ideas to both technical and non‑technical audiences
• Structured, delivery‑oriented approach and the capability to manage multiple implementations without sacrificing quality
• Commercial awareness, understanding how technical adoption translates to renewals and expansions, and the ability to contribute data‑driven insights to renewal discussions
• Collaborative spirit, comfortable working with Account Managers, Support and Solutions Engineers to deliver a smooth customer journey

• Nice-to-haves: exposure to AI features or advanced analytics, and the ability to support low‑code solutions or scripting as part of a professional services catalog
• Experience guiding customers through end‑to‑end lifecycle with a focus on value realization and ROI
• Experience operating in a high‑growth, cross‑border environment would be a plus

Compensation, benefits and practical details

The role is onsite in Sydney, Australia, and Aircall offers a competitive salary package with benefits.

Aircall is headquartered in Paris, with a North American hub in Seattle and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney and Mexico City. The company is driven by rapid AI innovation across multiple product lines and seeks teammates who are motivated by visible impact, fast decisions and real growth. Diversity, equity and inclusion are core to the culture, with a commitment to belonging and equal opportunities for development and advancement.

Note: candidates must have the right to work in Australia.

Candidate privacy information is available here: Candidate privacy notice.

Advice for applicants

Lead your resume with a summary that shows you’ve spent four to eight years in a technical, customer-facing role and have guided SaaS deployments for mid‑market or enterprise customers.

When you describe your experience, point to concrete projects where you built or wired API integrations, configured CRM or analytics stacks, and resolved integration blockers with minimal direction to demonstrate your technical fluency.

Be ready to walk through end‑to‑end customer journeys, from onboarding to renewal, with a structured approach, and share examples of cross‑team collaboration with Account Managers, Support and Solutions Engineers.

Ask a thoughtful question about how Aircall measures the impact of a Customer Engineer, for example how activation, adoption and renewal metrics are tracked and used to influence product planning and roadmaps. This shows you’re thinking about value in business terms, not just technology.