Customer Engineer, North America Market

Overview

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, Whats App, and AI together into one seamless workspace.

Our 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.

Aircall 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.

At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

How 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.

About the Role:

Customer Engineers (CEs) are the technical drivers of customer success y 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.

This role can be based in our New York, San Francisco, or Seattle office. The in-office expectations would be 3 days per week.

• Own Customer Activation – 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.
• Drive Adoption and Growth – Beyond launch, help customers unlock the full potential of Aircall. Monitor product usage, identify adoption opportunities, and host enablement sessions or office hours to deepen engagement. Ensure customers understand and use the capabilities that make a real impact, including AI-driven features. May involve supporting customers in building or owning the implementation of advanced services with low-code solutions or scripts from a professional services catalog.
• Manage Renewals and Value Realization – In close partnership with Account Managers, bring a technical lens to the renewal process. Validate system health, ensure adoption goals are met, and demonstrate ROI through clear value metrics. Partnership helps ensure customers renew confidently, knowing Aircall powers measurable outcomes.
• Lead Add-On Activations – When customers purchase new modules such as AI Assist Pro or advanced analytics, oversee setup and activation, ensuring features are properly configured, adopted, and delivering value from day one.
• Proactively Monitor and Support Your Portfolio – Each week, review customer health signals, product telemetry, and usage trends. Reach out before issues arise to coach, consult, and prevent risk, ensuring every customer feels guided, not reactive.
• Manage Customer Escalations – When critical issues surface, act as the project manager — coordinating Support, Product, and Engineering to ensure a fast, transparent resolution. Handle a handful of structured escalations each quarter and use those moments to strengthen…