Aircall
13009 - Onboarding
ScaleCustomerEngineer-APAC
Neural analysis suggests this role is
optimal for Mid candidates.
“Scale Customer Engineer - APAC at Aircall. Skills: Customer onboarding, Customer Success, Technical enablement, SaaS. Ensure Aircall’s long-tail and SMB/Core customers onboard successfully, adopt the product quickly, and stay healthy through proactive and reactive engagement.. 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.”
What You'll Achieve.
Drive revenue; Resolve issues faster; Scale customer-facing teams; Help teams work smarter, not harder; Onboard successfully; Adopt the product quickly; Stay healthy through proactive and reactive engagement; Get live as quickly as possible; Identify customers who are stalling and proactively reach out with practical solutions.; Help them interpret product workflows for their customers.; Bring structure and calm to sensitive customer issues by aligning Support, Product, and AMs until a resolution is reached.; Share front-line insights to improve our onboarding playbooks, help articles, and automated customer journeys; Measure the success of your onboarding efforts.; Understand the link between great onboarding and long-term renewal.; Spot a risk early and flag it to the right people.; Make the customer experience seamless.
Industry & Context.
Resolve issues faster; Unblock customers on specific setup hurdles or best-practice questions.
What They're Looking For.
Must Have
1–3 years or more in a customer-facing SaaS role such as Onboarding, Customer Success, Support, Solution Engineering or Implementation., Experience interacting with customers regularly — through scheduled meetings, training sessions, webinars, or support conversations., Comfortable managing multiple customers using structured playbooks and clear processes., Confident presenting and facilitating sessions over video in a professional, engaging way., Familiar with day-to-day tools such as CRM systems, ticketing tools, customer success platforms, and virtual meeting tools.
Nice to Have
Experience with API Integration and Webhooks a bonus., Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.
What You'll Do.
Ensure Aircall’s long-tail and SMB/Core customers onboard successfully
adopt the product quickly
and stay healthy through proactive and reactive engagement.
Lead Webinar-Led Onboarding: Host recurring sessions for groups of customers to help them configure Aircall
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
and AMs until a resolution is reached.
Refine the Scaled Motion: Share front-line insights to improve our onboarding playbooks
and automated customer journeys
How You'll Work.
Team & Collaboration
Support the AM Team; Coordinate Escalations: Bring structure and calm to sensitive customer issues by aligning Support, Product, and AMs until a resolution is reached.; Collaborative Spirit: You are a positive, constructive partner who works across departments to make the customer experience seamless.
Communication Scope
Explain complex technical ideas simply; Presenting to a crowd of 20 or a single customer; Clear communicators; Confident presenting and facilitating sessions over video in a professional, engaging way.
Full Job Description
## Description 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
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