Scale Customer Engineer - APAC

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 our onboarding playbooks, help articles, and automated customer journeys

Qualifications: Competencies & Capabilities

• 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.