Senior Solutions Engineer - Enterprise Escalations

H&L POS

Australia

On-site

AUD 120,000 - 150,000

Full time

4 days ago

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Job summary

H&L POS, an Australian hospitality technology company, is seeking an experienced senior escalation specialist to own complex issues from diagnosis through resolution. The role spans the go-to-market org, collaborating with Support, Sales, Professional Services, Customer Success, Product and Engineering.

You will drive proactive fixes and automation, reducing frontline workload and improving customer outcomes across high-impact cases.

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.

Responsibilities

Escalations & complex case resolution: identify and own high-impact issues from diagnosis to resolution.
Clear the critical backlog and bridge across Support, Sales, Professional Services, Customer Success, Product and Engineering.
Provide proactive product fixes by analyzing recurring issues and feeding improvements to the roadmap.
Develop automation and enterprise-grade solutions to reduce manual work and improve outcomes.
Turn resolutions into reusable playbooks and share learnings with the wider team.