Senior Customer Systems Engineer

About the Role

• You will resolve complex technical issues and implement tailored solutions that support customers throughout their lifecycle. This role combines technical expertise, customer engagement, and collaboration with internal teams to deliver reliable outcomes and drive value. You will also provide insights that help shape product improvements and strengthen customer success.

Responsibilities

• Provide timely, accurate and complete technical resolution of customer issues across customer lifecycle interactions
• Implement complex business and customer solutions into customer environments
• Engage customers pre-sale to assess technical environments and requirements
• Establish and maintain strong technical relationships with key assigned accounts or agencies
• Capture insights on customer environments to inform product development and troubleshooting
• Identify opportunities for additional products or implementation projects to support revenue growth
• Collaborate with internal and external teams to resolve and escalate issues effectively
• Act as a customer advocate and support continuous improvement through trend analysis and feedback

Requirements

• Technical experience supporting customers in complex environments
• Ability to work in a matrixed environment and adapt to changing demands
• Strong interpersonal, communication, organisation and project execution skills
• Proven ability to build collaborative working relationships and influence outcomes
• Strong technical, analytical and problem-solving capability
• Experience working in a customer-facing technical role
• Knowledge of operating systems (Windows, Mac, Linux) and common productivity tools
• Understanding of internet technologies (e.g. HTTP/S, DNS, SMTP), networking, and related systems such as databases and APIs
• High proficiency in MS Office based products