Staff Customer Engineer - Iberia and FIME
Core
Provide white-glove, deeply technical, and highly strategic support to Aircall's most valuable strategic and enterprise customers, driving value from the very first day.
Role type
Staff Customer Engineer (Strategic/Enterprise)
Builds
Advanced customer-specific AI adoption playbooks, bespoke solution architectures, and complex integrations for high-value accounts.
Domain
Customer Communications Platform (Voice, SMS, WhatsApp) / Enterprise SaaS
Deliverable
production ML models | product features | client delivery
Required skills
Advanced technical judgment, consultative depth, solution architecture, complex integration design, AI workflow optimization, executive stakeholder management, root-cause analysis, technical mentorship
Preferred skills
Experience with AI Voice Agents, AI Assist Pro, enterprise customer success, technical leadership
Technologies
AI Voice Agent, AI Assist Pro, AI Assist Pro, WhatsApp, SMS, Voice
Responsibilities
Own onboarding for large, high-complexity customers (250+ employees, 100+ users); Act as the day-to-day technical counterpart to Key Account Managers; Run quarterly and mid-cycle technical reviews for strategic accounts; Deploy and optimize advanced AI add-ons; Serve as the technical architect for advanced configurations and custom workflow builds; Review product telemetry and lead root-cause analysis on complex issues; Coordinate high-impact escalations for strategic accounts; Identify recurring technical themes to inform the product roadmap and mentor CEs and Scaled CEs
Seniority
Staff, hands-on IC with strategic impact