Senior Solutions Engineer
Valsoft Corporation7 hours ago
Remote, AustraliaSenior
Responsibilities
- Own complex, ambiguous, high-impact customer escalations from diagnosis through resolution.
- Clear the critical aged backlog and coordinate across Support, Sales, Professional Services, Customer Success, Product, and Engineering.
- Analyze recurring issues, identify root causes, and drive product or process fixes.
- Develop workflows, internal tools, AI-assisted processes, routing rules, and self-service solutions.
- Partner with AI and automation engineering to improve diagnostics, tooling, and resolution paths.
- Create playbooks, decision trees, documentation, and training materials for team enablement.
- Track systemic risks and measure improvements in resolution time, repeat contacts, escalations, CSAT, and ticket volume.
Requirements
- Significant experience in technical support, customer success, support operations, or a related function.
- Demonstrated ability to resolve ambiguous, technically complex, and 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 turn 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 formal authority.
- Comfort working autonomously as an individual contributor.
Benefits
- Remote position based in Australia.
Categories
Solutions Engineering
About Valsoft Corporation
Valsoft Corporation acquires and operates vertical market software companies, using a buy‑and‑hold model to support industry‑specific products and services. Revenue comes through its portfolio’s subscriptions, licenses, and maintenance, with businesses spanning sectors including logistics, restaurants, and financial services. The company is privately held and headquartered in Saint‑Laurent (Montreal), Quebec, with a global footprint of acquired software operators.