aircall - Scale Customer Engineer - APAC

• 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 the customer experience seamless. • ## 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 a bonus. • Motivated by helping customers adopt technology successfully and eager to grow skills in scaled customer success and technical enablement.