Senior Solutions Engineer

Aspire Software

. Proactively identify complex, high-impact, aging or repeatedly escalated cases.

Posted 9/24/2026full-timeRemote • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer success by effectively resolving complex issues and driving operational improvements through automation and collaboration with cross-functional teams. Proficient in root-cause analysis and developing structured solutions that enhance customer outcomes.

Highest-signal resume keywords

Technical Support ExperienceRoot-Cause AnalysisSupport Automation DevelopmentCustomer Communication SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root-Cause AnalysisSupport Automation DevelopmentWorkflow CreationAI-Assisted ProcessesSystems Thinking

Soft Skills

Customer CommunicationCoachingInfluencing Without AuthorityAutonomous Work

Tools & Technologies

Internal ToolsDecision TreesKnowledge-Based Content

Industry Keywords

Technical SupportCustomer SuccessSupport OperationsEscalation ManagementEnterprise Solutions

About the role

Key responsibilities & impact

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 bridge Support, Sales, Professional Services, Customer Success, Product and Engineering.
Communicate clearly with customers through sensitive, ambiguous or technically complex situations.
Analyse recurring and high-impact issues to find root causes.
Drive underlying fixes with Product and Engineering to remove whole classes of problems.
Provide structured, evidence-based customer-case feedback into the product roadmap.
Develop workflows, internal tools, AI-assisted processes, routing rules and self-service solutions.
Deliver enterprise-grade solutions for complex, high-value customers.
Partner with AI and automation engineering to improve diagnostics, tooling and resolution paths.
Validate that automations improve customer outcomes.
Create reusable playbooks, decision trees and knowledge-based content.
Coach the team on new issue types and tools.
Track recurring themes and systemic risks and communicate them to leadership.
Measure improvements in resolution time, repeat contacts, escalations, CSAT and ticket volume.
Maintain a prioritised backlog of automation and improvement opportunities.

Requirements

What you’ll need

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.