Senior Solutions Support Engineer

About the role

Unilink Software is looking for a hands‑on, customer‑focused Senior Solutions Support Engineer to support justice‑sector clients and help them leverage AI‑driven digital innovation. You will act as the key link between customers, support teams and developers, delivering high‑quality technical assistance across our software suite.

Key responsibilities

• Provide exceptional technical and “how‑to” style customer support, meeting SLA timeframes.
• Configure Unilink applications and troubleshoot issues, including SQL‑based problem solving.
• Collaborate with internal teams to design, test and implement tailored client solutions.
• Visit customer sites, including correctional facilities, to deliver on‑site support when required.
• Mentor junior staff and contribute to continuous process and service improvements.
• Participate in customer demonstrations and business development activities.
• Explore and apply AI tools to improve workflows and service delivery.
• Join the on‑call roster and work with UK‑based teams outside standard hours as needed.

Required profile

• 3+ years of experience in technical customer support, software configuration or solutions engineering.
• Strong communication and stakeholder management skills.
• Calm, methodical under pressure with excellent attention to detail.
• Familiarity with ITIL service frameworks and ISO information security standards.
• Passion for using AI and technology to drive smarter, more efficient work.

Required skills

• SQL
• AI tools
• ITIL

What we offer

• Above‑average remuneration plus five weeks of annual leave.
• Flexible hybrid working arrangements.
• Opportunity to collaborate with teams in the UK and across Australia.
• Work that contributes to social purpose and innovation in the justice sector.