Senior Escalations & Automation Engineer

Valsoft Corporation; Australia; On-site; AUD 140,000 - 180,000; Full time

Job summary

Aspire Software, an Operating Group of Valsoft Corp, leads with ambitious customer outcomes in Australia’s hospitality tech space through complex issue resolution and proactive product improvements. The role spans go-to-market influences, from Sales to Support, driving automation, enterprise solutions and proactive workflows.

Success is measured by backlog reduction, fewer escalations, automation-driven improvements, and stronger collaboration across Support, Product, and Engineering.

Qualifications

• 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.

Responsibilities

• Escalations & complex case resolution: own high-impact cases end-to-end.
• Proactive product fixes: drive fixes with Product & Engineering.
• Enterprise solutions & automation: develop workflows and self-service to reduce manual work.
• Enablement & operational insight: create playbooks, metrics, and backlog for automation.

Skills

Escalations

Cross-functional collaboration

Root-cause analysis

Automation & tooling

Technical support leadership

Job description

Aspire Software, an Operating Group of Valsoft Corp, leads with ambitious customer outcomes in Australia’s hospitality tech space through complex issue resolution and proactive product improvements. The role spans go-to-market influences, from Sales to Support, driving automation, enterprise solutions and proactive workflows.

Success is measured by backlog reduction, fewer escalations, automation-driven improvements, and stronger collaboration across Support, Product, and Engineering.