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Aircall

Posted 2 months ago

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Customer Engineer - Iberia & Italy

MadridHybrid

AI Summary

Customer Engineer in Madrid supporting enterprise customers through onboarding, integrations, adoption, and technical success. Acts as a technical partner and trusted advisor to drive product value and smooth customer outcomes.

About this role

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.

We're growing our team in Madrid and looking for a Customer Engineer who enjoys solving technical challenges, working directly with customers, and making a real impact on their success.

If you love combining technology, problem-solving, and customer relationships, this role could be a great fit.

As a Customer Engineer, you'll be the technical partner our customers rely on throughout their journey with Aircall.

From onboarding and integrations to adoption and expansion, you'll help customers get the most out of our platform by translating technical concepts into practical business outcomes.

You'll work closely with Account Executives, Account Managers, Solutions Engineers, Product, and Support, becoming a trusted advisor for a portfolio of customers.

Responsibilities:

  • Lead the technical onboarding and implementation of new customers, ensuring a smooth and successful go-live.
  • Configure integrations and help customers connect Aircall with their existing tech stack.
  • Drive product adoption by providing technical guidance and best practice recommendations to help customers maximize the value of the product.
  • Support customers in adopting new features, including Aircall's AI products and advanced capabilities.
  • Monitor customer health and proactively identify opportunities to improve adoption and engagement.
  • Partner with Account Managers during renewals and expansion opportunities by providing technical expertise and product usage insights.
  • Coordinate complex technical issues with Product, Engineering, and Support teams when needed.
  • Work cross-functionally to improve customer experience and provide feedback that helps shape future product improvements.

    • Qualifications:

    We're looking for someone who enjoys working with both people and technology.

    You'll likely be successful if you have:

  • 3+ years of experience in a customer-facing technical role such as Customer Engineer, Technical Account Manager, Solutions Consultant, Implementation Consultant, Customer Success manager or similar.
  • Experience implementing SaaS solutions for mid-market or enterprise customers.
  • Strong understanding of APIs, integrations, webhooks, cloud applications, and SaaS environments.
  • Experience working with CRM platforms and business applications.
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication skills and the ability to explain technical concepts to both technical and non-technical audiences.
  • Good project management skills and the ability to manage multiple customer implementations simultaneously.
  • A customer-first mindset with a proactive approach to solving problems.
  • Fluency in English and Spanish is a must. (Italian is a plus)

    • Skills

    APIsCRM PlatformsCustomer Success ToolsIntegrationsProject ManagementSaaSTroubleshootingWebhooks

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