{"id":257316,"url":"https://alion.io/job/aircall-customer-engineer-apac-market","title":"Customer Engineer, APAC Market","company":{"id":52973,"name":"Aircall","domain":"aircall.io","url":"https://alion.io/company/aircall","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Solutions","role_family":"Solutions","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":87000,"max_usd":212000,"period":"year","method":"role_country_seniority_unknown","sample_n":29},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Voice Agents","optional":false},{"name":"WhatsApp","optional":false}],"status":"closed","first_seen_at":"2026-07-15T21:50:19Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-31T00:20:26Z","board_verified":false,"closed_at":"2026-10-31T00:20:26Z","days_open":107,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":107},"description":"Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.\nOur momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.\nAircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.\nAt Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.\nHow we work at Aircall: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here.\nAbout the Role\nCustomer 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.\nCEs 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.\n*Unfortunately candidates without the right to work in Australia cannot be considered at this time \nKey Responsibilities\nOwn Customer Activation:\nYou’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.\nDrive Adoption and Growth:\nBeyond 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.\nManage Renewals and Value Realization:\nIn 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.\nLead Add-On Activations:\nWhen 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.\nProactively Monitor and Support Your Portfolio:\nEach 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.\nManage Customer Escalations:\nWhen 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.\nCollaborate Across the Business:\nYou’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.\nQualifications\nTechnical Fluency\nDeep understanding of SaaS architectures, APIs, web-hooks, integrations, and cloud environments.\nConfident configuring and troubleshooting customer environments (CRM, analytics, automation, communication stacks).\nAble to read technical documentation, identify integration blockers, and drive resolution with minimal supervision.\nCustomer Orientation\nHighly empathetic and outcome-focused - measures success by customer value, not by ticket closure.\nAble to balance short-term problem-solving with long-term adoption and success planning.\nCommunicates technical information clearly to both technical and non-technical audiences.\nExecution Excellence\nStructured, detail-oriented, and disciplined in delivery.\nManages multiple implementations simultaneously without sacrificing quality or responsiveness.\nStrong project management and stakeholder alignment skills; capable of driving accountability on both sides.\nCommercial Awareness\nUnderstands how technical adoption connects to revenue - renewals, expansions, and customer advocacy.\nPartners seamlessly with AMs, ensuring data-driven insight feeds into renewal and upsell planning.\nComfortable contributing to value discussions and supporting commercial conversations with factual adoption data.\nCollaboration & Influence\nWorks fluidly across SE, AM, Support, and Product functions.\nActs as the connective tissue between technical delivery and business outcomes.\nBrings solutions, not just escalations - always seeks to simplify and improve.\nExperience & Background\n4-8 years or more in a customer-facing technical role (Customer Engineer, Technical Account Manager, Implementation Specialist, or similar).\nProven experience leading SaaS implementations and driving product adoption in mid-market or enterprise environments.\nStrong technical background: API integrations, cloud tools, or customer data platforms.\nDemonstrated ability to manage multiple customers with different levels of technical maturity.\nExceptional communication and presentation skills.\nKey Metrics of Success\n Time-to-Value (TTV): % of customers activated within target window.\nAdoption Depth: Feature usage, seat activation, AI and integration adoption rates.\nCustomer Health: Reduction in risk signals, increased utilization.\nCommercial Enablement: Renewal rate, expansion influence, and value proof contributions.\nWhy join us?\nKey moment to join Aircall in terms of growth and opportunities\nOur people matter, work-life balance is important at Aircall\nFast-learning environment, entrepreneurial and strong team spirit\n45+ Nationalities: cosmopolite & multi-cultural mindset\nCompetitive salary package & benefits\nDE&I Statement: \nAt Aircall, we believe diversity, equity and inclusion - irrespective of origins, identity, background and orientations - are core to our journey. \nWe pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. \nWe will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.\nWant to know more about candidate privacy? Find our Candidate Privacy Notice here.\nWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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