Client Support Engineer

Location

Melbourne, Australia

Employment Type

Full time

Department

Engineering

Job Details

• 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

About Kaluza

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
• Driving fixes through the Kaluza incident process

Building and Owning the Join of Data and Automation

• Technical proficiency in TypeScript, Python, or SQL/DBT modelling
• Familiarity with API tooling, observability platforms, and data query tools (e.g. Databricks)

Shaping What Great Client Support Looks Like at Kaluza

• Working closely with product teams to ensure customers get timely, accurate updates and lasting fixes

Key Responsibilities

Support & Incident Management

• Act as the go-to expert for early support on the Retail Energy platform
• Be proactive in containing and mitigating incidents
• Identify underlying technical issues through root cause analysis and recommend fixes
• Champion the incident management process with timely analysis and actionable fix recommendations
• Work closely with Product and Engineering teams to resolve complex problems and implement scalable solutions

Data & Reporting Engineering

• Build and maintain SQL-based reporting models
• Ensure reporting outputs stay accurate and current as upstream data and business rules evolve
• Deep dive into Databricks, APIs, and dashboards to uncover trends and support root cause analysis

Automation & Integration Engineering

• Automate manual workflows in Python or TypeScript
• Build in audit trails for every automated action
• Identify where automation and AI can eliminate manual work

Infrastructure & Platform Engineering

• Deploy and maintain scheduled and event-driven infrastructure
• Define infrastructure as code (Terraform)
• Configure monitoring and alerting

Continuous Improvement

• Leverage data-driven insights to improve operational performance
• Feed learnings back to the wider engineering community
• Join the 24/7 on-call rotation to help maintain platform stability

About You

• Strong problem-solving skills
• Experience building and maintaining SQL data models
• Experience architecting and maintaining TypeScript applications
• Solid Python skills, ideally with experience calling and integrating REST APIs
• Exposure to infrastructure-as-code (Terraform) and cloud infrastructure (AWS), including serverless (Lambda) and container/scheduling patterns (Kubernetes, CRON)
• Experience or willingness to use AI tooling to increase automation across support workflows
• Knowledge of the energy industry
• Technically aware, with an understanding of modern and emerging technologies
• High attention to detail
• Able to manage competing priorities and adapt quickly in a fast-paced environment
• Strong communication and influencing skills
• A collaborative mindset

Kaluza Values

Here at Kaluza we have five core values that guide us as a business: Play to win, Solve the real problem, Build trust every day, Own the outcome, Go further together

We Offer

• Progressive leave policies
• Annual discretionary bonus
• Dedicated personal learning and home office budgets
• Flexible working - 3 days in our CBD Melbourne (WeWork) office
• 26 days holiday
• Novated Leasing
• Purchase Leave

We Want the Best People

We're keen to meet people from all walks of life - our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

If you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.

Find out more about working at Kaluza on our careers page and LinkedIn.

You can also find our Applicant Data Protection Policy here.