About The Role As a Senior Application & Escalations Engineer, you will bridge the gap between customer needs and product evolution. You will play a pivotal role in the sales process by leveraging technical expertise to propose tailored solutions and demonstrate product value.

In this role, you will act as a strategic conduit, collecting and aggregating detailed engineering and sales feedback for Product and R&D teams to drive new revenue streams in specifically the mining and defence sectors. Additionally, you will serve as the level-two escalation manager for rapidly emerging bugs, defects, and feature requests to ensure the highest levels of client satisfaction.

You will also support the sales team in ensuring customer satisfaction by managing timelines and providing clients with regular updates on project progress. Your role will be crucial in facilitating technical implementations and resolving product issues and escalations, all aimed at achieving the highest levels of client satisfaction. This position will see you as the critical link for technical escalations, ensuring that complicated product issues are effectively elevated to headquarters and resolved with engineering-level precision.

What You'll Do

• Collect, aggregate, and provide detailed engineering and sales feedback to Product and R&D teams regarding technical features required to unlock new revenue streams, particularly in the mining and defense sectors.
• Serve as the primary level-two manager for rapidly emerging bugs, defects, and critical feature requests, facilitating technical implementations and resolving escalations.
• Lead and cross-functional teams to resolve high-severity contract disputes, maintaining clear communication with executives and stakeholders throughout the resolution delivery process. Serve as the primary point of contact for internal stakeholders (Sales, Engineering, Finance, Customer Support) and external clients regarding contractual matters.
• Engage with prospects and customers to assess their geospatial navigation requirements and business objectives. Leveraging your expertise in geospatial technologies, including GNSS (global navigation satellite system) and INS (inertial navigation system), to recommend solutions that address their specific needs and deliver measurable value.
• Stay abreast of industry trends, emerging technologies, and competitive offerings to maintain a deep understanding of our products and their positioning in the market. Continuously enhance your technical skills and knowledge through training, certification programs, and hands-on experience. Share insights and best practices with internal teams to drive continuous improvement and innovation.
• Collaborate with customers to gather and analyse technical requirements, translating them into actionable solution designs. Leverage your technical expertise and industry knowledge to recommend best practices, identify opportunities for innovation, and address potential challenges or limitations. Work closely with product development teams to provide feedback and insights that inform product roadmap decisions and enhancements.
• Foster strong relationships with cross-functional teams, including sales, product development, marketing, and customer success, to ensure alignment and seamless execution of pre-sales activities. Act as a trusted advisor to customers, providing expert guidance and support throughout the sales cycle to build credibility and trust. Maintain regular communication with customers to address questions, concerns, and technical inquiries, ensuring a positive pre-sales experience.

Qualifications, Skills And Experience

• Ideally, 3+ years of experience in a pre-sales or technical sales role, preferably within the navigation technology industry.
• Solid technical knowledge of inertial navigation systems, GNSS, and fiber optic gyroscopes.
• Excellent communication, presentation, delivery and interpersonal skills, with the ability to effectively convey complex technical concepts to diverse audiences.
• Proven track record of driving successful sales outcomes, building customer relationships, and delivering exceptional service.
• Customer-focused mindset with a passion for problem-solving, innovation, and continuous learning and capabilities across pre-sales, implementation, and support functions
• A dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
• Experience working in support environments using integrated CRM systems as well as tools such as Matlab for data analysis.
• Enjoyment in being in a fast-paced, team environment, to help customers accelerate their journey to creating an accurate position, velocity, acceleration and orientation under the most demanding conditions
• Coding experience is a plus.
• Experience in Defense and/or Mining preferred. Australian citizens are desirable for security reasons, ADF experience is highly regarded and Veterans are encouraged to apply
• Bachelor's degree in relevant field of engineering (Master's preferred)