Staff Customer Engineer - Iberia and FIME

Job description

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 are looking for an outstanding **Staff Customer Engineer (CE)** to join the Customer Engineering team in an amazing tech scaleup based in Madrid. As the most senior member in our Customer Engineering organization, you will provide white-glove, deeply technical, and highly strategic support to Aircall's most valuable strategic and enterprise customers, driving value from your very first day. This role brings together advanced technical capability, consultative depth and commercial impact. Staff CEs work closely with CTOs, Heads of CX, Heads of Digital and operational leaders inside customer organizations. They ensure complex deployments, integrations and AI adoption programs are executed successfully and become drivers of long-term retention and growth. Operating at the nexus of Customer Success and Product, Staff CEs pair directly with our Key Account Managers to ensure complex deployments, integrations, and AI adoption programs become drivers of long-term retention and growth. As a model of technical judgment, strategic partnership, and customer excellence, you will raise technical standards throughout the CE organization. You are expected to be hands-on, build executive credibility, and successfully navigate high-stakes customer environments. ### Key Responsibilities: - **High-Touch, Complex Onboarding**: Own onboarding for large, high-complexity customers (250+ employees, 100+ users). Lead deep discovery, map business processes, design advanced workflows and integrations, and drive technical implementation to a smooth, timely, high-quality go-live. - **Senior Technical Partner to KAMs**: Act as the day-to-day technical counterpart to Key Account Managers, working 1:1 or 1:2 to deliver a unified commercial and technical approach across technical strategy, risk assessment, renewal readiness, integration roadmaps, and adoption plans. - **Proactive Renewal Support and Technical Reviews**: Run quarterly and mid-cycle technical reviews for strategic accounts (covering renewal readiness, ROI articulation, workflow optimization, and integration stability), and help KAMs surface expansion and retention opportunities backed by technical outcomes. - **Add-On Activation and AI Deployment**: Deploy and optimize advanced AI add-ons like AI Assist Pro and AI Voice/Messaging Agent optimization (following FDE-led engagements), building customer-specific AI adoption playbooks and becoming a regional expert in AI-enabled workflows. - **Complex Implementations and Solution Architecture**: Serve as the technical architect and owner for advanced configurations, challenging integrations, and custom workflow builds, coordinating closely with Engineering, Product, and internal technical experts to deliver bespoke solutions when needed. - **Proactive Monitoring and Advanced Troubleshooting**: Review product telemetry, integration performance, and usage patterns to anticipate issues before they surface, and lead root-cause analysis on the most complex product or integration issues that fall outside standard CE motions. - **Escalation Management for Strategic Accounts**: Coordinate high-impact escalations end-to-end, driving internal alignment, providing technical direction, leading communication, and maintaining executive trust through to clear resolution. - **Product Feedback and Technical Leadership**: Identify recurring technical themes and capability gaps from strategic accounts to inform the product roadmap, mentor CEs and Scaled CEs, and elevate the technical craft across the organization through example rather than people management. ### Qualifications: - **Deep Technical Expertise**: Strong command of VoIP fundamentals, APIs, integrations, webhooks, data flows, authentication models, cloud architectures, and customer tech stacks, with the ability to read and interpret code (JavaScript, Python, or similar). - **Solution Architecture and Systems Thinking**: Comfortable designing complex technical solutions, mapping workflows, orchestrating multi-system integrations, and guiding the long-term technical evolution of customer environments. - **Executive Communication**: Able to speak confidently with CTOs, CIOs, Heads of CX, and Operations leaders, translating technical strategy into clear business terms. - **Prioritization and Workload Management:** Sound judgment for triaging a large portfolio where touching every account every quarter is not realistic. Able to prioritize time and effort against north star metrics, focusing energy on the accounts and actions that move the needle most. - **Project Leadership**: Proven ability to lead multi-stakeholder, multi-phase technical projects with predictable delivery and clear communication. - **Commercial Awareness**: Clear understanding of how technical decisions affect renewal, GRR, NRR, and expansion, with the ability to influence commercial strategy through technical insight. - **Ownership and Accountability**: A strong sense of ownership over your portfolio and its outcomes, taking personal accountability for retention, churn mitigation, and contraction / GRR performance across your strategic accounts. - **Calm Under Pressure**: Maintains confidence and clarity during escalations, high-stakes conversations, and strategic customer interactions. - **Cross-Functional Influence**: Effective collaborator with Engineering, Product, Support, KAMs, and FDEs, able to translate customer needs into structured internal actions. - **Languages**: Professional proficiency in Spanish and English is required. **Preferred Qualifications:** - 8+ years of experience in Customer Engineering, Solutions Engineering, Technical Consulting, or Technical Account Management in SaaS. - Strong background in complex implementations, technical onboarding, and solution deployment for mid-market or enterprise customers. - Hands-on experience with APIs, integration design, low-code platforms, or light coding. - Prior hands-on experience designing, implementing, or supporting agentic AI workflows, including voice and messaging agents, is strongly preferred. - Proven success supporting strategic accounts, renewals, and expansions, with direct impact on NRR/GRR outcomes. - Experience working directly with senior customer stakeholders including CTOs, CIOs, technical leads, or operations executives. - Demonstrated ability to operate as a senior individual contributor with high autonomy, strong judgment, and technical leadership. - Demonstrated proficiency with AI-powered productivity tools and large language models (such as ChatGPT or Claude), including their practical application in day-to-day work. - Background in telephony, communications, contact center, AI, or workflow-heavy SaaS is a strong advantage. - Professional proficiency in a third language (German or French) is a strong plus. **Why join us?** 🚀 Key moment to join Aircall in terms of growth and opportunities 💆‍♀️ Our people matter, work-life balance is important at Aircall 📚 Fast-learning environment, entrepreneurial and strong team spirit 🌍 45+ Nationalities: cosmopolite & multi-cultural mindset 💶 Competitive salary package & benefits **DE&I Statement:** At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive. We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn. Want to know more about candidate privacy? Find our [Candidate Privacy Notice here.](https://aircall.io/candidate-privacy-notice/) We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.