Customer Engineer, Aircall
North America Market
$80-90k
+ A $20,000 bonus
AI-powered communications platform
Open for applications
AI-powered communications platform
501-1000 employees
Open for applications
$80-90k
+ A $20,000 bonus
501-1000 employees
Company mission
To empower every professional to have rich conversations, so they can focus on closing deals and delighting customers.
Role
Who you are
- Deep understanding of SaaS architectures, APIs, webhooks, integrations, and cloud environments
- Confident configuring and troubleshooting customer environments (CRM, analytics, automation, communication stacks)
- Able to read technical documentation, identify integration blockers, and drive resolution with minimal supervision
- Highly empathetic and outcome-focused — measures success by customer value, not by ticket closure
- Able to balance short-term problem-solving with long-term adoption and success planning
- Communicates technical information clearly to both technical and non-technical audiences
- Execution Excellence
- Structured, detail-oriented, and disciplined in delivery
- Manages multiple implementations simultaneously without sacrificing quality or responsiveness
- Strong project management and stakeholder alignment skills; capable of driving accountability on both sides
- Understands how technical adoption connects to revenue — renewals, expansions, and customer advocacy
- Partners seamlessly with AMs, ensuring data-driven insight feeds into renewal and upsell planning
- Comfortable contributing to value discussions and supporting commercial conversations with factual adoption data
- Collaboration & Influence
- Works fluidly across SE, AM, Support, and Product functions
- Acts as the connective tissue between technical delivery and business outcomes
- Brings solutions, not just escalations — always seeks to simplify and improve
- 4–8 years in a customer-facing technical role (Customer Engineer, Technical Account Manager, Implementation Specialist, or similar)
- Proven experience leading SaaS implementations and driving product adoption in mid-market or enterprise environments
- Strong technical background: 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Call centres have been a mainstay of sales teams for decades, with the human touch delivering an impression conversion rate of about 30% for inbound calls. However analogue call centres are physical infrastructure-heavy and unable to take advantage of the flexibility afforded by remote and hybrid ways of work. Aircall exists to change that, providing a cloud-based call centre infrastructure that allows sales teams to work from their home offices.
Aircall isn't the only company in this space, and it faces heavy competition from Cloudtalk, another cloud-based call centre solution. However Aircall stands out in the market by its use of open APIs and webhooks, making integration with existing productivity and helpdesk tools much easier, and its superior call quality. Aircall has developed a significant customer base with these strengths, with over 20,000 companies using its platform.
The company has raised significant funding in recent years, highlighting the confidence investors have in their offering. With a rapidly expanding presence in the US, European, UK and Australian markets and the recent addition of AI voice agents to handle business calls 24/7, Aircall is clearly set on innovating at scale.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$120m
SERIES D
May 2020
$65m
SERIES C
Total funding: $225.6m
Company HQ
NoMad, New York, NY
Leadership
Scott Chancellor
(CEO)Prior to joining Aircall as CEO in 2023, Scott was CEO of Humu and Chief Product/Technology Officer at Apptio. He also spent 7 years at Amazon Web Services as a Director and General Manager of AWS Insights.
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