Scale Customer Engineer - APAC (Sydney)

Location Sydney Office – Hybrid, Permanent Full Time Employee 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. 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 onboarding playbooks, help articles, and automated customer journeys. Qualifications: Competencies & Capabilities - Communication clarity: explain complex technical ideas simply; comfortable presenting to a crowd or a single customer. - Execution excellence: thrive on a steady rhythm of sessions and follow‑ups; maintain excellent CRM hygiene. - Technical curiosity: quickly learn how SaaS products work and translate product speak into customer value. - Data fluency: use dashboards and health scores to prioritize day and measure success of onboarding efforts. - Commercial mindset: understand the link between great onboarding and long‑term renewal; spot risk early and flag it to the right people. - Cooperative spirit: positive, constructive partner working across departments. Qualifications: Experience & Background - 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. - Experience with API Integration and Webhooks is a bonus. - Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement. Compensation & Benefits Competitive salary package and perks. DE&I; Statement At Aircall, we believe diversity, equity and inclusion, irrespective of origins, identity, background and orientations, are core to our journey. We promote active inclusion to foster a strong sense of belonging. We pledge to make sure everyone has a seat at the table and is valued at the table, providing equal opportunities to develop and thrive. We constantly challenge ourselves to live up to our ambitions around diversity, equity and inclusion and keep this conversation open. Apply on Kit Job: kitjob.ca/job/2prlsa