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Client Support Engineer

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Client Support Engineer in Australia

  • Melbourne

Responsibilities

  • Lead early technical support for the Retail Energy platform and support smooth adoption of releases.
  • Contain and mitigate incidents, perform root cause analysis, identify affected accounts and processes, and recommend structural fixes.
  • Collaborate with Product, Engineering, change managers, release managers, and service desk analysts to resolve complex issues and document runbooks.
  • Build and maintain SQL-based reporting models using dbt or Dataform on Databricks or BigQuery.
  • Automate support workflows with Python or TypeScript against internal APIs and services, including traceable audit trails.
  • Deploy and maintain serverless, containerized, scheduled, event-driven, and CRON-based infrastructure.
  • Define Terraform infrastructure as code, configure monitoring and alerting, and participate in the 24/7 on-call rotation.
  • Use operational insights to improve support performance and inform product decisions.

Requirements

  • Experience building and maintaining SQL data models with dbt, Dataform, or similar tools.
  • Experience architecting and maintaining TypeScript applications and solid Python skills.
  • Experience calling and integrating REST APIs and working with APIs, dashboards, and data query tools.
  • Exposure to Terraform, AWS, Lambda, Kubernetes, and container or scheduling patterns, or willingness to learn them quickly.
  • Knowledge of the energy industry, including relevant processes and supporting technologies, or strong understanding of SaaS operations.
  • Ability to investigate technical issues, identify root causes, define effective solutions, and work accurately under pressure.
  • Strong communication, stakeholder engagement, prioritization, organization, adaptability, and collaboration skills.
  • Willingness to use AI tooling to increase automation across support workflows.

Benefits

  • Annual discretionary bonus.
  • Progressive leave policies, including leave dedicated to important personal moments.
  • Dedicated personal learning and home office budgets.
  • Flexible hybrid working with 3 days per week in the CBD Melbourne WeWork office.
  • 26 days of holiday.
  • Novated leasing and purchase leave.
  • The role requires flexible working to cover UK time zones and participation in a 24/7 on-call rotation.

Kaluza

Kaluza builds an energy software platform for utilities and suppliers to run billing, smart EV charging, and real-time demand response across homes, devices, markets and grids. It sells its platform and services to energy companies and OEM partners; customers include OVO, AGL and ENGIE, with coll...

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