Customer Engineer
Aircall · Sydney, Australia · 3mo ago
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
1. 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.
2. 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.
3. 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.
4. Lead Add-On Activations
When customers purchase new modules - such as AI Assist Pro or advanced analytics - you’ll oversee the setup and activation, ensuring features are properly configured, adopted, and delivering value from day one.
5. 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.
6. Manage Customer Escalations
When critical or tactical issues surface, you’ll act as the project 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.
7. Collaborate Across the Business
You’ll partner daily with Account Managers, Support, and Solutions Engineers to deliver a seamless customer journey. Your insights will feed product improvements, influence roadmaps, and help shape how Aircall scales customer value.
Qualifications
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Deep understanding of SaaS architectures, APIs, webhooks, integrations, and cloud environments.
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Confident configuring and troubleshooting customer environments (CRM, analytics, automation, communication stacks).
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Able to read technical documentation, identify integration blockers, and drive resolution with minimal supervision.
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Highly empathetic and outcome-focused — measures success by customer value, not by ticket closure.
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Able to balance short-term problem-solving with long-term adoption and success planning.
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Communicates technical information clearly to both technical and non-technical audiences.
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Structured, detail-oriented, and disciplined in delivery.
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Manages multiple implementations simultaneously without sacrificing quality or responsiveness.
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Strong project management and stakeholder alignment skills; capable of driving accountability on both sides.
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Understands how technical adoption connects to revenue — renewals, expansions, and customer advocacy.
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Partners seamlessly with AMs, ensuring data-driven insight feeds into renewal and upsell planning.
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Comfortable contributing to value discussions and supporting commercial conversations with factual adoption data.
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Works fluidly across SE, AM, Support, and Product functions.
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Acts as the connective tissue between technical delivery and business outcomes.
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Brings solutions, not just escalations — always seeks to simplify and improve.
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4–8 years or more in a customer-facing technical role (Customer Engineer, Technical Account Manager, Implementation Specialist, or similar).
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Proven experience leading SaaS implementations and driving product adoption in mid-market or enterprise environments.
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Strong technical background: API integrations, cloud tools, or customer data platforms.
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Demonstrated ability to manage multiple customers with different levels of technical maturity.
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Exceptional communication and presentation skills.
Technical Fluency
Customer Orientation
Execution Excellence
Commercial Awareness
Collaboration & Influence
Experience & Background
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 utilisation.
- Commercial Enablement: Renewal rate, expansion influence, and value proof contributions.
Why This Role Matters
Customer Engineers sit at the center of Aircall’s customer experience. They ensure the technology works, the value is realized, and the relationship grows.
They are not reactive troubleshooters — they are technical strategists who build trust, enable adoption, and translate great technology into real business outcomes.At Aircall, a great CE doesn’t just implement — they educate, anticipate, and elevate every customer interaction.