Job Description

Empower change through technology that makes a difference.

n

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.

n

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.

n

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.

n

Key Responsibilities:

n

n
- Provide exceptional technical and 'how-to' style customer support, ensuring issues are resolved within SLA timeframes.
n
- Configure Unilink software applications and perform troubleshooting, including SQL-based problem-solving.
n
- Collaborate with internal teams to design, test, and implement tailored client solutions.
n
- Visit customer sites (including correctional facilities) to provide on-site support as needed.
n
- Mentor junior staff and contribute to ongoing process and service improvements.
n
- Participate in customer demonstrations and business development activities as required.
n
- Explore and apply AI tools to improve workflows and service delivery.
n




- Participate in the on-call roster and collaborate with UK-based teams sometimes outside standard hours.
n

n

About You

n

n
- 3+ years' experience in technical customer support, software configuration, or solutions engineering.
n
- Skilled in SQL, enterprise systems, and troubleshooting complex issues.
n
- Robust communication and stakeholder management skills.
n
- Calm and methodical under pressure, with excellent attention to detail.
n
- Familiar with ITIL service frameworks and ISO information security standards.
n
- Passionate about using AI and technology to drive smarter, more efficient work.
n
- Current driver's licence and willingness to travel locally, nationally and internationally when required.
n

n

Why Join Unilink

n

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

n

Unlock job insights

n

Your application will include the following questions:

n

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

#J-18808-Ljbffr

📌 Senior Solutions Support Engineer (South Australia)
🏢 @
📍 South Australia