Senior Solutions Engineer

Job not on LinkedIn

🔥 6 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• Proactively identify complex, high-impact, aging or repeatedly escalated cases. • Take end-to-end ownership of difficult issues, from diagnosis through resolution and follow-up. • Clear the critical aged backlog and bridge Support, Sales, Professional Services, Customer Success, Product and Engineering. • Communicate clearly with customers through sensitive, ambiguous or technically complex situations. • Analyse recurring and high-impact issues to find root causes. • Drive underlying fixes with Product and Engineering to remove whole classes of problems. • Provide structured, evidence-based customer-case feedback into the product roadmap. • Develop workflows, internal tools, AI-assisted processes, routing rules and self-service solutions. • Deliver enterprise-grade solutions for complex, high-value customers. • Partner with AI and automation engineering to improve diagnostics, tooling and resolution paths. • Validate that automations improve customer outcomes. • Create reusable playbooks, decision trees and knowledge-based content. • Coach the team on new issue types and tools. • Track recurring themes and systemic risks and communicate them to leadership. • Measure improvements in resolution time, repeat contacts, escalations, CSAT and ticket volume. • Maintain a prioritised backlog of automation and improvement opportunities.

🎯 Requirements

• Significant experience in technical support, customer success, support operations or a related function. • Demonstrated ability to resolve ambiguous, technically complex or cross-functional customer issues. • Strong root-cause analysis and systems-thinking skills. • Experience creating support automations, workflows, internal tools or AI-assisted processes. • Ability to translate individual customer problems into broader operational improvements. • Strong written and verbal customer communication skills. • Experience developing documentation, training materials and team enablement. • Ability to influence Product, Engineering and operational stakeholders without relying on formal authority. • Comfort working as a highly autonomous individual contributor.