Senior Solutions Engineer - Escalations & Automation

Valsoft; Launceston; On-site; AUD 120,000 - 160,000; Full time

Job summary

H&L POS, an Australian hospitality technology company within Aspire Software, seeks a senior individual-contributor to own complex customer escalations. You will take end-to-end ownership from diagnosis to resolution, turning tough cases into enterprise fixes or automation that prevents repeats.

Working across Sales, Support, Product, Engineering and AI Operations, you will clear the backlog of critical issues, reduce frontline load, and improve diagnostic tooling while guiding teams toward

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.
• 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.

Responsibilities

• 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 act as the bridge across Support, Sales, Professional Services, Customer Success, Product and Engineering.
• Communicate clearly with customers through sensitive, ambiguous or technically complex situations.
• Help evolve the support organization from reactive ticket handling toward proactive problem prevention.
• Analyse recurring and high‑impact issues to find root causes.
• Drive the underlying fix with Product and Engineering to remove whole classes of problem.
• Provide structured, evidence‑based feedback from real customer cases into the product roadmap.
• Develop workflows, internal tools, AI‑assisted processes, routing rules and self‑service that reduce manual support work.
• Deliver enterprise‑grade solutions for complex, high‑value customers where standard support falls short.
• Partner with AI & automation engineering to improve diagnostics, tooling and resolution paths.
• Validate that new automations improve the customer outcome, rather than simply deflecting tickets.
• Turn complex resolutions into reusable playbooks, decision trees and knowledge‑based content.
• Coach the team on new issue types and tools and set clear criteria for what is handled by the frontline, automated, or routed.
• Track recurring themes and systemic risks and communicate them to leadership.
• Measure the effect of improvements on resolution time, repeat contacts, escalations, CSAT and ticket volume; maintain a prioritised backlog of automation and improvement opportunities.

Skills

Technical support

Customer success

Root-cause analysis

Automation

Documentation

Stakeholder communication

Autonomous work

Job description

H&L POS, an Australian hospitality technology company within Aspire Software, seeks a senior individual-contributor to own complex customer escalations. You will take end-to-end ownership from diagnosis to resolution, turning tough cases into enterprise fixes or automation that prevents repeats.

Working across Sales, Support, Product, Engineering and AI Operations, you will clear the backlog of critical issues, reduce frontline load, and improve diagnostic tooling while guiding teams toward