Senior Solutions Engineer

• 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.

• 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.