Client Support Engineering Manager

Job Title: Client Support Engineering Manager

Location (including hybrid): Melbourne, Australia

Team: Engineering

Reporting To: Interim, VP of 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 own the end-to-end technical support experience for Kaluza's Australian clients - leading a high-performing engineering team that keeps the Energy Retail platform running reliably for one of the largest utility retailers in Australasia. This is a senior people leadership role at the interface of engineering excellence, service operations and client relationship management, and a key part of Kaluza's growth ambitions in the region.

• Lead and develop the Client Support Engineering team, managing workload balance, professional growth and team ceremonies, and creating the conditions for the team to work effectively and autonomously
• Own the technical support function end-to-end: leading impact assessments, root cause analysis and incident resolution, and driving fixes through the Kaluza incident process - this is forensic problem-solving at the platform level, not ticket-triage
• Build tooling and automation that makes the support function smarter over time, identifying where AI and automation can reduce toil, cut resolution time and improve the client experience
• Manage the inbound ticket flow and service operation, setting up the processes, alerting and instrumentation that allow the team to scale as more clients migrate onto the platform
• Coordinate domain engineering, data, platform and SRE teams to drive incidents and complex issues to resolution, acting as the accountable leader across those dependencies
• Build and maintain strong relationships with client counterparts, managing expectations and serving as the face of service delivery for Kaluza in Australia
• Create and deliver the technical strategy for the support function in partnership with engineering and product leadership, and surface client-driven trends to help shape the global platform roadmap
• Measure and report on SLAs, manage escalations, and ensure continuity across time zones through effective handovers to the UK team
• Implement and participate in the 24/7 on-call rota on a rostered weekly basis

About You

Ideally you'll have/be:

• You have proven experience leading service operations or engineering teams, with a strong hands-on technical foundation - you're comfortable getting into the detail of complex platform issues, not just managing from a distance
• You've built and led high-performing teams in an agile environment, and you bring real skill in developing engineers through mentoring, coaching and targeted growth conversations
• You're experienced across the full development lifecycle: technical discovery, architectural design, prototyping, delivery and operational monitoring
• You're technically proficient - solid experience with TypeScript or equivalent, and familiarity with API tooling, observability platforms and data query tools such as Databricks
• You're a great communicator, both face-to-face and in writing - you can hold a credible conversation with engineers and with client stakeholders, and you know how to manage expectations well under pressure
• You're an advocate for test automation, continuous delivery and modern agile practices, and you help others adopt them rather than just championing them in the abstract
• You're flexible and able to shift focus quickly without losing sight of longer-term priorities - strong workload management is second nature to you
• You're comfortable with the honest reality of a growing regional team: self-sufficient and empowered in many areas, but working in close partnership with the UK team while that journey continues

What will set you apart

• Experience in the energy industry - knowledge of retail energy operations, billing processes or related technologies isn't a must, but it's a genuine plus given the complexity of the clients we support
• Experience standing up support processes for new products or services - service transition is a real part of this role as we migrate more clients onto the platform
• Hands-on experience building or scaling AI-assisted or automated support tooling in a production environment

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.