Customer Engineer

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.

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.

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.

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 or more 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.

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.

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.