Client Support Software Engineer

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Job Title: Client Support Software Engineer Location: (including hybrid): Melbourne, Australia Team: Client Support Reporting To: Client Support Engineering Manager 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? You will be working within the Kaluza Client Support team, with a focus on working closely with our clients to resolve technical issues. With a unique combination of technical expertise, domain knowledge, and strategic oversight, the team delivers high-value work that directly supports business-critical functions. 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. Alongside this, you'll help shape what great client support looks like at Kaluza - working closely with product teams to make sure customers get timely, accurate updates and lasting solutions, not just workarounds. This is a technical role and candidates will need to demonstrate a strong desire and ability to quickly grasp and work with new and existing technologies, being proactive with a strong technical background and a deep understanding of either the energy industry or the SaaS business model. This is a support role so some out-of-hours support work will be required. Key responsibilities include: Identify and implement solutions that improve our client's support experience. Be proactive in containing and mitigating incidents to prevent further impact across the platform. Act as the go-to expert for early support on the Retail Energy platform, ensuring smooth adoption for every release. Deep dive into multiple data sources like Databricks, APIs, and dashboards to uncover trends and support root cause analysis. Identify underlying technical issues through root cause analysis and recommend necessary fixes or structural improvements. Work closely with Product and Engineering squads to resolve complex problems and implement scalable solutions. Champion the incident management process by providing timely analysis and actionable fix recommendations. Leverage data-driven insights to improve operational performance and inform product development decisions. Automate manual workflows using Python, SQL, and AWS, feeding key learnings back to our engineering community. Join the 24/7 on-call rotation to help maintain platform stability and respond to critical incidents. About You Strong problem-solving skills, with the ability to investigate issues, identify root causes, and define effective solutions. Experience in data analysis, including tools such as Databricks SQL, APIs, and ideally some exposure to Python or similar scripting. Experience or willingness to dive into AI tooling to increase automation across our 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, even under pressure. Able to manage competing priorities, remain organised, and adapt quickly in a fast-paced environment. Strong communication and interpersonal skills, with confidence engaging

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