Senior Solutions Support Engineer

at; Adelaide; On-site; 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

Empower change through technology that makes a difference.

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

You’ll act as the crucial link between our customers, support teams, and developers. Resolving complex issues, implementing tailored solutions, and continuously improving how our systems are delivered and supported.

This position offers hybrid flexibility, meaningful work, and the chance to collaborate with colleagues in the UK and across Australia, all within a company that values innovation and social purpose.

Key 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.

About You

• 3+ years’ 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.
• Calm and methodical under pressure, with excellent attention to detail.
• Familiar with ITIL service frameworks and ISO information security standards.
• Passionate about using AI and technology to drive smarter, more efficient work.
• Current driver’s licence and willingness to travel locally, nationally and internationally when required.

Why Join Unilink

• International Software company
• Flexible hybrid working arrangements
• Competitive salary + annual bonus scheme
• 5 weeks annual leave
• Professional growth and development opportunities
• Learn about AI and how it is transforming the Justice sector
• Supportive, collaborative team culture

Unlock job insights

Your application will include the following questions:

• How many years' experience do you have in a Technical Support Role?
• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a support engineer?
• Do you have a current Australian driver's licence?
• How many years' experience do you have using SQL queries?
• Do you have customer service experience?
• Do you have a current Police Check (National Police Certificate) for employment?