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:

1. 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
2. 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)
3. 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 problems and implement scalable solutions, documented effectively and handled, in concert with service desk analysts.
• Work with service desk analysts + engineering teams to ensure all solutions are documented effectively and available as run books to shift things left where possible.

Data & Reporting Engineering

• Build and maintain SQL-based reporting models (e.g. DBT/Dataform on Databricks or BigQuery) that identify affected accounts and operational gaps on a recurring basis
• 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 against internal APIs or services, reducing resolution time and toil
• Build in audit trails for every automated action (requests, responses, timestamps, success/failure) so fixes are traceable and reviewable
• Identify where automation and AI can eliminate manual work, and take ideas from concept to production

Infrastructure & Platform Engineering

• Deploy and maintain the scheduled and event-driven infrastructure behind these processes — including serverless (Lambda, Step Functions), containerised/Kubernetes-based scheduled jobs, and CRON-based batch work
• Define infrastructure as code (Terraform) for anything you own in production
• Configure monitoring and alerting aligned with our monitoring and alerting policies

Continuous Improvement

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

About You

Ideally you'll have/be:

• Strong problem-solving skills — able to investigate issues, identify root causes, and define effective solutions
• Experience building and maintaining SQL data models (DBT, Dataform, or similar), not just querying them
• 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) — or a strong willingness to learn these quickly
• Experience or willingness to use AI tooling to increase automation across support workflows
• Knowledge of the energy industry, including key processes and supporting technologies
• Technically aware, with an understanding of modern and emerging technologies (e.g. microservices architecture)
• High attention to detail, with the ability to work accurately and efficiently under pressure
• Able to manage competing priorities, remain organised, and adapt quickly in a fast-paced environment
• Strong communication and influencing skills, with confidence engaging and providing updates to a range of stakeholders
• A collaborative mindset, with the ability to build effective working relationships across teams and locations

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

From us you'll get

Currently, from day one, you will get:

• Progressive leave policies - including leave dedicated to the moments that matter to you the most
• 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.

We understand some people may not apply for jobs unless they tick every box. But 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.