{"id":1133206,"url":"https://alion.io/job/valsoft-corporation-senior-solutions-engineer","title":"Senior Solutions Engineer","company":{"id":8417,"name":"Valsoft Corporation","domain":"valsoftcorp.com","url":"https://alion.io/company/valsoft-corporation","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":49,"ghost_share":0,"stale_share":0.796,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":170000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":834},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T04:48:10Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T13:31:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Aspire Software\nAspire Software, an Operating Group of Valsoft Corp, primarily focuses on operating and managing Valsoft’s global portfolio of software companies within the Travel and Leisure vertical. It provides mission-critical solutions to this sector, leveraging industry best practices to deliver a time-sensitive integration process. The decentralized model Aspire operates allows it to drive rapid growth, reinvesting in its portfolio to foster continuous innovation within the Travel and Leisure space.\nOur motto is “Be Humble, Stay Hungry!”\nAbout H&L POS\nH&L POS is an Australian hospitality technology company with over 30 years of experience providing integrated point-of-sale and business management solutions. Designed by hospitality professionals for hospitality professionals, H&L’s solutions support hotels, pubs, restaurants, clubs, bars, cafés and retail liquor outlets across Australia.\nThis is a senior individual-contributor role that owns H&L's hardest customer problems: the escalations and complex cases the frontline can't resolve. It's not just about closing them. Each one gets turned into a product fix, an enterprise solution, or the automation and tooling that stops it coming back.\nThe work spans the whole go-to-market org, from Sales through to Support. It means finding the difficult, recurring and high-impact cases, owning them until they're resolved, and working with Customer Success, Product, Engineering and AI Operations to get the customer a clear outcome.\nThis isn't another escalation tier. In the short term, the focus is clearing the critical backlog and taking complex work off the frontline. Longer term, it's about finding where the support model keeps breaking and fixing it there, so those issues get resolved faster, automated where it makes sense, or handled confidently by the wider team.\nKey responsibilities\nEscalations & complex case resolution\nProactively identify complex, high-impact, aging or repeatedly escalated cases.\nTake end-to-end ownership of difficult issues, from diagnosis through resolution and follow-up.\nClear the critical aged backlog, and act as the bridge across Support, Sales, Professional Services, Customer Success, Product and Engineering.\nCommunicate clearly with customers through sensitive, ambiguous or technically complex situations.\nProactive product fixes\nHelp evolve the support organization from reactive ticket handling toward proactive problem prevention.\nAnalyse recurring and high-impact issues to find root causes.\nDrive the underlying fix with Product and Engineering to remove whole classes of problem.\nProvide structured, evidence-based feedback from real customer cases into the product roadmap.\nEnterprise solutions & automation\nDevelop workflows, internal tools, AI-assisted processes, routing rules and self-service that reduce manual support work.\nDeliver enterprise-grade solutions for complex, high-value customers where standard support falls short.\nPartner with AI & automation engineering to improve diagnostics, tooling and resolution paths.\nValidate that new automations improve the customer outcome, rather than simply deflecting tickets.\nEnablement & operational insight\nTurn complex resolutions into reusable playbooks, decision trees and knowledge-based content.\nCoach the team on new issue types and tools and set clear criteria for what is handled by the frontline, automated, or routed.\nTrack recurring themes and systemic risks and communicate them to leadership.\nMeasure the effect of improvements on resolution time, repeat contacts, escalations, CSAT and ticket volume; maintain a prioritised backlog of automation and improvement opportunities.\nWhat success looks like\nSuccess is not measured only by the number of difficult tickets closed. It is measured by whether those problems become easier or unnecessary the next time they occur. Key outcomes may include:\nCritical aged backlog cleared and held down.\nFewer repeat escalations for previously solved issue types.\nIncreased share of cases resolved by the frontline team without escalation.\nReduction in manual support work through automation and improved tooling.\nMeasurable reduction in recurring ticket drivers.\nStronger feedback loops among Support, Professional Services, Customer Success, Product and Engineering.\nIdeal qualifications\nSignificant experience in technical support, customer success, support operations or a related function.\nDemonstrated ability to resolve ambiguous, technically complex or cross-functional customer issues.\nStrong root-cause analysis and systems-thinking skills.\nExperience creating support automations, workflows, internal tools or AI-assisted processes.\nAbility to translate individual customer problems into broader operational improvements.\nStrong written and verbal customer communication skills.\nExperience developing documentation, training materials and team enablement.\nAbility to influence Product, Engineering and operational stakeholders without relying on formal authority.\nComfort working as a highly autonomous individual contributor.\nQualifications:\nSignificant experience in technical support, customer success, support operations or a related function.\nDemonstrated ability to resolve ambiguous, technically complex or cross-functional customer issues.\nStrong root-cause analysis and systems-thinking skills.\nExperience creating support automations, workflows, internal tools or AI-assisted processes.\nAbility to translate individual customer problems into broader operational improvements.\nStrong written and verbal customer communication skills.\nExperience developing documentation, training materials and team enablement.\nAbility to influence Product, Engineering and operational stakeholders without relying on formal authority.\nComfort working as a highly autonomous individual contributor.\n#H&L","description_format":"text","description_chars":5840,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Software","Enterprise Resource Planning (ERP)","IT Consulting"],"lifecycle":[{"event":"open","at":"2026-09-23T04:48:10Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":53,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/valsoft-corporation-senior-solutions-engineer","json_url":"https://alion.io/job/valsoft-corporation-senior-solutions-engineer.json","meta":{"generated_at":"2026-09-23T13:31:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}