Technical Support Engineering Manager

Job Title: Technical Support Engineering Manager 

Location: (including hybrid): Melbourne, Australia

Salary: $150,000 - $180,000 + Superannuation

Team: Client Support 

Reporting To: Interim VP, 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 2-3 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?

We see our Support function as another Product team. The team has two key roles. First, you'll own 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.

Second, and just as important, you'll build the tooling that makes our support smarter over time. You'll identify where automation and AI can eliminate toil, reduce resolution time, and improve the client experience, then take those ideas from concept to production. The goal is a support function that gets faster and leaner as you build, not one that scales headcount with volume.

As the Engineering Manager for this team you will own the end-to-end technical support experience for our clients. We are looking for someone with a strong engineering foundation who can drive technical excellence in how we diagnose, resolve and prevent issues, whilst continuing to build a high-performing, client-facing support team.

This team is the interface through which all clients receive operational support from Kaluza. Strong relationship management, technical credibility and effective communication are critical to maintaining the trust of our customers and partners.

People Leadership & Team Development

• Build, manage and lead the Support team  — a high-performing, technically capable support function operating in an agile environment.
• Manage the professional development of engineers through active mentoring, career coaching and targeted training.
• Coach and mentor the team on technical issues and incident resolution, service operations processes and engineering best practices.
• Create the conditions for the team to work effectively and autonomously, identifying process and tooling improvements that drive in-team efficiency.
• Shape team ceremonies, drive good agile practices, and evolve how the team collaborates and delivers.
• Coordinate daily focus and workload balance across the team based on incoming demand, as well as managing weekly and longer-term tactical priorities.

Technical Leadership & Engineering Excellence

• Serve as a credible technical leader with hands-on involvement in diagnosing complex platform issues, architectural decisions and technical discovery.
• Use multiple data sources (such as DataBricks, Jira and API tooling) to identify trends representing underlying customer and operational issues.
• Take the lead on investigations of critical incidents — completing impact assessments and working with Client Success, Product and Engineering teams to prioritise fixes.
• Champion engineering best practices including test automation, continuous delivery and modern agile practices, and drive adoption across the support function.
• Build and maintain scalable, resilient and observable systems in production environments, contributing to long-term platform reliability.
• Maintain and improve service reliability and performance, and participate in the on-call support rota to triage platform issues and respond to incidents.
• Effectively manage the take-on of workarounds in lieu of features that cannot be deployed immediately.

Service Operations & Process Improvement

• Measure and report on key SLAs for Australian client issues and problems, escalating within the platform when required.
• Manage incoming escalations, ensuring tickets are either resolved or appropriately escalated to the responsible team.
• Create effective daily handovers for the UK team, ensuring continuity across time zones.
• Drive tooling and process improvements specifically relevant to the Australian energy industry.
• Improve the quality of incoming tickets by working closely with client teams to transfer knowledge and set clear expectations.
• Experience with service transition and standing up support processes for new products and services.
• Serving on a 24/7 on-call rota (one week at a time on a rostered basis).

Strategy & Platform Direction

• Create and deliver against the technical strategy for the support function in partnership with engineering and product leadership.
• Work closely with the wider Client Support team on strategic growth and process improvements for the Australian client support function.
• Highlight client-requested features and emerging trends to product and engineering teams to help shape the global platform roadmap.
• Contribute to cross-team initiatives and help define the future direction of Kaluza’s support capabilities.

Client & Stakeholder Engagement

• Manage stakeholders across Kaluza and our clients, setting clear expectations and providing timely, high-quality updates.
• Provide solution expertise to guide development activities performed by clients, third-party partners and other Kaluza teams.
• Support clients in high-level solution design decisions and throughout complex integrations and migrations.
• Work with Solution Architects to ensure Kaluza engineering teams have the necessary understanding of clients’ technology ecosystems and integration architecture.
• Participate in the resolution of incidents, providing guidance to the response team based on client-specific considerations.

About You 

Ideally you’ll have/be

• Proven experience in software engineering leadership with a strong, hands-on technical foundation, you are comfortable getting into the detail of complex platform issues.
• A proven track record of building and leading high-performing service operations or engineering teams in an agile environment.
• Experienced across the full development lifecycle: technical discovery, architectural design, prototyping, delivery and operational monitoring.
• Strong people management and leadership skills, with experience developing engineers through mentoring and coaching.
• Technically proficient - solid experience with TypeScript or equivalent, and familiarity with API tooling, observability platforms and data query tools (e.g. Databricks).
• Knowledge of the energy industry and related processes and technologies is advantageous.
• A great communicator (face-to-face and written) with excellent interpersonal skills, you will be the bridge between Kaluza and our retail clients.
• An advocate for test automation, continuous delivery and modern agile practices, with a desire to help others adopt them.
• A flexible individual with the ability to change focus quickly without losing sight of priorities, strong time and workload management is key.

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 — 2-3 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.