Senior AI-Driven Solutions Support Engineer

at; Adelaide; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary + annual bonus

5 weeks annual leave

Flexible hybrid working arrangements

Job summary

Unilink is seeking a hands-on, customer-focused Senior Solutions Support Engineer to learn more about AI and support our justice-sector customers. You’ll deliver high-quality customer and technical support across our software suite, helping clients improve efficiency, security, and rehabilitation outcomes through digital innovation.

You’ll act as the link between customers, support teams, and developers, resolving complex issues and implementing tailored solutions while mentoring staff and

Qualifications

• 3+ years of experience in technical customer support, software configuration, or solutions engineering.
• Skilled in SQL, enterprise systems, and troubleshooting complex issues.
• Strong communication and stakeholder management skills.

Responsibilities

• Provide exceptional technical and ‘how-to’ style customer support, ensuring issues are resolved within SLA timeframes.
• Configure Unilink software applications and perform troubleshooting, including SQL-based problem-solving.
• Collaborate with internal teams to design, test, and implement tailored client solutions.
• Visit customer sites (including correctional facilities) to provide on-site support as needed.
• Mentor junior staff and contribute to ongoing process and service improvements.
• Participate in customer demonstrations and business development activities as required.
• Explore and apply AI tools to improve workflows and service delivery.
• Participate in the on-call roster and collaborate with UK-based teams sometimes outside standard hours.

Skills

SQL

ITIL

Stakeholder management

Job description

Unilink is seeking a hands-on, customer-focused Senior Solutions Support Engineer to learn more about AI and support our justice-sector customers. You’ll deliver high-quality customer and technical support across our software suite, helping clients improve efficiency, security, and rehabilitation outcomes through digital innovation.

You’ll act as the link between customers, support teams, and developers, resolving complex issues and implementing tailored solutions while mentoring staff and