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Aircall

Scale Customer Engineer, APAC Market - Sydney

Aircall Sydney Office Today
engineering
Aircall is a unicorn AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, faster resolutions, and scale. We’re redefining what a customer communications platform can be—by combining voice, SMS, WhatsApp, and AI into one seamless workspace.

Our momentum comes from a simple but powerful idea: help every customer-facing team work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call tasks, and AI Assist Pro delivers real-time guidance that helps people do their best work. The result—companies grow revenue, deliver faster resolutions, and scale service.

We’ve built a product customers love and a business that scales fast. Aircall operates in nine global offices (Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, and Mexico City), and is backed by world-class investors. Our teams are shipping AI innovation faster than ever and expanding across new product lines and markets.

At Aircall, you’ll join a company in motion—ambitious, profitable, and product-driven—where impact is visible, decisions are fast, and growth is real.

How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in

About the Role:

Scale Customer Engineers (SCEs) ensure Aircall’s long-tail and SMB/Core customers onboard successfully, adopt the product quickly, and stay healthy through proactive and reactive engagement. They are the engine behind webinar-led onboarding, proactive telemetry outreach, and quick-turn consulting for Account Managers on an assigned pool of customers. This is a customer-facing, high-volume, high-impact role designed for professionals who are resourceful, clear communicators, strong presenters, and excellent at guiding customers through activation at scale.

Key Responsibilities:

  • Lead Webinar-Led Onboarding & Activation
  • You’ll deliver recurring onboarding webinars for SMB/Core customers — helping them configure Aircall, understand key features, and reach first value quickly. These sessions set the tone for customers’ activation experience and ensure they know how to get started confidently.

  • Provide Reactive 1:1 Onboarding Support
  • Customers can book ad-hoc onboarding calls through the product. You’ll assist them with basic configuration, early setup blockers, and best-practice guidance. These short sessions help ensure customers can proceed through activation without friction.

  • Proactively Monitor Portfolio Health
  • Each week, you’ll review simple health and usage signals to understand where customers may need a quick check-in. Your outreach is targeted and practical that help customers stay on the right track.
  • This work isn’t about volume; it’s about timeliness and clarity. You’re the steady touchpoint that keeps customers moving forward without needing a high-touch engagement.

  • Serve as the First Technical Guide for AMs
  • Account Managers will often look to you when they need quick clarification on workflows or product configuration. Your role is to provide practical, easy-to-understand explanations that help them move forward with their customers. You are not responsible for deep technical troubleshooting, but you do help interpret how features work in real-world situations and how customers can get the most from them. By offering this kind of clear support, you help AMs deliver a smoother, more confident customer experience from early adoption all the way to renewal discussions.

  • Coordinate Customer Escalations with Structure and Calm
  • A small number of customer issues will require coordinated follow-up between Support, Product, and the AM. In these situations, you help bring clarity and structure. You ensure that updates are consistent, expectations are aligned, and customers remain informed throughout the resolution process. Even though you are not directly resolving the technical issue, you play an important role in maintaining trust and ensuring customers feel supported during more sensitive moments.

  • Collaborate Cross-Functionally & Strengthen the Scaled Experience
  • You’ll work closely with AMs, Support, and Product to make sure customers have a seamless onboarding experience. Because you’re on the front lines of activation and early adoption, you often see where customers get confused, what questions repeat, and which parts of the journey need refinement. You’ll share these insights to help improve playbooks, onboarding content, and customer-facing resources. Your feedback helps shape a scalable, high-quality onboarding motion that remains personal and effective for every customer who goes through it.

    • Qualifications: Competencies & Capabilities

  • Customer Orientation
  • Communicates with clarity and confidence, adapting easily to different levels of technical familiarity.
  • Comfortable guiding both group onboarding sessions and 1:1 conversations.
  • Focuses on simplifying concepts and helping customers understand how Aircall fits into their daily workflows.

  • Execution Excellence
  • Highly organised and able to manage a steady rhythm of sessions, outreach, and follow-ups
  • Maintains excellent documentation and CRM hygiene to ensure team-wide visibility.
  • Follows structured processes reliably while staying adaptable when customer needs shift.

  • Technical Learning Ability
  • Quick to learn how SaaS products are configured and how integrations work in practice.
  • Comfortable experimenting, testing, and asking the right questions to deepen understanding.
  • Not expected to be an engineer, but confident in translating product knowledge into clear, actionable guidance.

  • Data & Tool Fluency
  • Naturally uses health scores, dashboards, and usage signals to prioritise customers and activities.
  • Proficient with CRMs, onboarding tools, customer success platforms, and webinar tools.
  • Understands how to measure the impact of onboarding and adoption activities across a portfolio.

  • Commercial Awareness
  • Recognises how strong onboarding and early adoption influence renewal outcomes.
  • Spots early risk signals and shares relevant insights with AMs.
  • Comfortable supporting value conversations with simple, factual adoption context.

  • Collaboration & Influence
  • Works smoothly with AMs, Support, and Product to ensure consistent customer experiences.
  • Shares patterns and insights to improve playbooks, onboarding content, and customer resources.
  • Seen as a positive, constructive partner who elevates the scaled onboarding motion.

    • Qualifications: Experience & Background

  • 1–3 years in a customer-facing SaaS role such as Onboarding, Customer Success, Support, or Implementation.
  • Experience interacting with customers regularly — through scheduled meetings, training sessions, webinars, or support conversations.
  • Comfortable managing multiple customers using structured playbooks and clear processes.
  • Confident presenting and facilitating sessions over video in a professional, engaging way.
  • Familiar with day-to-day tools such as CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
  • Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.
    • Why join us?

    🚀 Key moment to join Aircall in term of growth and opportunities
    💆‍♀️ Our people matter, work-life balance is important at Aircall
    📚 Fast-learning environment, entrepreneurial and strong team spirit
    🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
    💶 Competitive salary package & benefits

    DE&I Statement: 
    At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our Aircall journey. 
    We promote active inclusion to foster a strong sense of belonging which is one of our main strengths as a business. We strive to assemble diverse people that can enrich and learn from each other. We pledge to make sure everyone not only has a seat at the table but is valued at the table -- providing equal opportunities to develop and thrive.
    We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open because we realize that we have work to do and much to learn.

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