Scale Customer Engineer, APAC Market - Sydney

Overview

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, Whats App, 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.

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.

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.

• 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…