Scale Customer Engineer, DACH Market
Aircall
Job Overview
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Job Description
About Aircall
Aircall is a unicorn, AI-powered customer communications platform used by over 22,000 companies worldwide. The platform combines voice, SMS, WhatsApp, and AI into one seamless workspace to drive revenue, resolve issues faster, and scale customer-facing teams.
How We Work
At Aircall, the environment is customer-obsessed and data-driven, emphasizing ownership, continuous learning, and thoughtful speed. The team thrives on collaboration, fast execution, and making impactful decisions.
About the Role: Scale Customer Engineer, DACH Market
This role ensures long-tail and SMB/Core customers onboard successfully, adopt the product rapidly, and stay healthy through proactive and reactive engagement. The responsibilities include leading webinar-led onboarding and 1:1 support, proactive account monitoring, and serving as a technical guide to Account Managers.
Key Responsibilities
- Webinar-Led Onboarding & Activation: Deliver recurring webinars to guide customers on configuration and key features.
- Reactive Onboarding Support: Provide ad-hoc 1:1 sessions, resolving setup blockers and offering best practices.
- Proactive Portfolio Health: Monitor customer health signals and perform targeted outreach.
- Technical Guidance for AMs: Offer clear, actionable explanations of workflows and configurations.
- Customer Escalation Coordination: Structure follow-ups with Support, Product, and AM teams for issues.
- Cross-Functional Collaboration: Share insights to improve onboarding playbooks and customer resources.
Qualifications & Competencies
Ideal candidates are excellent communicators with 1–3 years in customer-facing SaaS roles. They are comfortable with both group sessions and one-on-one conversations, are organized, and have a knack for simplifying technical concepts. Technical learning, data fluency with CRMs and onboarding tools, and strong commercial awareness are key traits.
Why Join Aircall?
- Key growth moment with expansive market opportunities.
- Work-life balance and a supportive environment.
- Fast-learning, entrepreneurial culture with a strong team spirit.
- Global and diverse team with over 45 nationalities.
- Competitive salary package and benefits.
Key skills/competency
- Customer Onboarding
- SaaS
- Webinar Facilitation
- Technical Guidance
- CRM Proficiency
- Data Analysis
- Communication
- Collaboration
- Problem Solving
- Process Management
How to Get Hired at Aircall
- Research Aircall's culture: Study their AI innovations and customer focus.
- Customize your resume: Highlight SaaS and onboarding experience.
- Showcase technical aptitude: Emphasize webinar and CRM skills.
- Prepare clear examples: Detail experiences in customer success roles.
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