Client Support Engineer

Job Title: Client Support Engineer Location (including hybrid): Melbourne, Australia Salary: $100,000 - $120,000 + Superannuation Team: Platform Operations Reporting To: Software Engineering Manager - Platform Engineering Kaluza reimagines energy to bring net-zero within everyone's reach. Our intelligent Platform enables energy utilities to unlock the full value of a radically changing energy system and propel us to a future where renewable energy is sustainable, affordable and accessible for all. From automating and simplifying core operations including billing to create a lower-cost, higher-engagement experience, to optimising energy usage across smart devices in the home, we turn tough challenges into win-win-win outcomes for customers, suppliers and the energy system. We champion a flexible, hybrid work approach and we find that teams often benefit from coming together in the office at least 3 days a week to foster connection and accelerate progress. Outside of these collaborative opportunities, we aim to be as flexible as possible to balance work with life. As a company we come together annually for our conference and end of year celebrations! Our goal is to build a self-sufficient and empowered team here on the ground in Australia. We're well on our way, but until we get there we still have some reliances on our UK team. Being comfortable working flexibly for a portion of your working week to cover time zones is required. What will I be doing? You'll work within the Kaluza Client Support team, combining deep technical support with hands-on engineering to build the tooling, data models, and infrastructure that make our support function faster and leaner over time — not one that scales with headcount. Your specific focus area between tooling, data models, infrastructure, and the corresponding support may vary based on business needs. The role has three connected strands: • Technical support with real depth — leading impact assessments and root cause analysis, identifying affected accounts and processes, and driving fixes through the Kaluza incident process. This isn't ticket triage; it's forensic problem-solving at the platform level • Building and owning the join of data and automation that support relies on to drive operational excellence and being technically proficient — this could be through TypeScript, Python, or SQL/DBT modelling, but should also include infrastructure skills and familiarity with API tooling, observability platforms, and data query tools (e.g. Databricks), which is key regardless of which of these may be your core strength(s) • Shaping what great client support looks like at Kaluza — working closely with product teams so customers get timely, accurate updates and lasting fixes, not workarounds. This is a hands-on technical role, with a focus on details of behaviour across a range of systems and an engineering approach to solving problems across a range of technologies. You'll need a strong desire to work across data modeling, backend automation, and infrastructure, alongside a deep understanding of either the energy industry or the SaaS business model. Key Responsibilities Support & Incident Management • Act as the go-to expert for early support on the Retail Energy platform, working with change and release managers to working with change and release managers to ensure smooth adoption for every release • Be proactive in containing and mitigating incidents to prevent further impact across the platform • Identify underlying technical issues through root cause analysis and recommend fixes or structural improvements • Champion the incident management process with timely analysis and actionable fix recommendations • Work closely with Product and Engineering teams to resolve complex pro