Senior Solutions Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Proactively identify intricate, high-impact cases that are aging or have been escalated multiple times.

• Take comprehensive ownership of challenging issues, from diagnosis through to resolution and follow-up.

• Clear the critical aged backlog while connecting Support, Sales, Professional Services, Customer Success, Product, and Engineering.

• Clearly communicate with customers during sensitive, ambiguous, or technically complex situations.

• Analyze recurring, high-impact issues to uncover root causes.

• Drive fundamental fixes with Product and Engineering to eliminate entire classes of problems.

• Provide structured, evidence-based feedback on customer cases to inform the product roadmap.

• Develop workflows, internal tools, AI-assisted processes, routing rules, and self-service solutions.

• Deliver enterprise-grade solutions tailored for complex, high-value customers.

• Collaborate with AI and automation engineering to enhance diagnostics, tools, and resolution paths.

• Validate that automations lead to improved customer outcomes.

• Create reusable playbooks, decision trees, and knowledge-based content.

• Mentor the team on new types of issues and tools.

• Monitor recurring themes and systemic risks, communicating them to leadership.

• Measure enhancements in resolution times, repeat contacts, escalations, CSAT, and ticket volume.

• Maintain a prioritized backlog of automation and improvement opportunities.

⛳️ Requirements

• Extensive experience in technical support, customer success, support operations, or a related field.

• Proven ability to resolve ambiguous, technically complex, or cross-functional customer challenges.

• Strong root-cause analysis and systems-thinking capabilities.

• Experience in creating support automations, workflows, internal tools, or AI-assisted processes.

• Ability to translate individual customer issues into broader operational enhancements.

• Excellent written and verbal communication skills for customer interactions.

• Experience in developing documentation, training materials, and team enablement resources.

• Ability to influence Product, Engineering, and operational stakeholders without relying on formal authority.

• Comfortable working as a highly autonomous individual contributor.

🏝️ Benefits

• Comprehensive health insurance plans.

• Opportunities for professional development and career growth.

• Flexible working hours and remote work options.

• Engaging company culture that values innovation and collaboration.

• Competitive salary and performance-based bonuses.