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Scale Customer Engineer - APAC Sydney OfficeCustomer Experience – 13009 - Onboarding /Permanent Full Time Employee /Hybrid APPLY FOR THIS JOB 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, WhatsApp, 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: 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: Host recurring sessions for groups of customers to help them configure Aircall, explore key features, and get live as quickly as possible. Provide Reactive 1:1 Support: Jump into ad-hoc calls to unblock customers on specific setup hurdles or best-practice questions. Monitor Portfolio Health: Use usage signals and health dashboards to identify customers who are stalling and proactively reach out with practical solutions. Support the AM Team: Act as the first line of technical clarity for Account Managers, helping them interpret product workflows for their customers. Coordinate Escalations: Bring structure and calm to sensitive customer issues by aligning Support, Product, and AMs until a resolution is reached. Refine the Scaled Motion: Share front-line insights to improve our onboarding playbooks, help articles, and automated customer journeys Qualifications: Competencies & Capabilities Communication Clarity: You can explain complex technical ideas simply. You are equally comfortable presenting to a crowd of 20 or a single customer. Execution Excellence: You thrive on a steady rhythm of sessions and follow-ups. Your CRM hygiene is excellent, ensuring the team always has visibility. Technical Curiosity: You are quick to learn how SaaS products work. You don’t need to be an engineer, but you can translate “product speak” into “customer value.” Data Fluency: You naturally use dashboards and health scores to prioritize your day and measure the success of your onboarding efforts. Commercial Mindset: You understand the link between great onboarding and long-term renewal. You can spot a risk early and flag it to the right people. Collaborative Spirit: You are a positive, constructive partner who works across departments to make ... (truncated, view full listing at source)