Job Title: Client Application Support Specialist
Location: (including hybrid): Melbourne, Australia
Team: Client Support
Reporting To: Service Desk 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.
Where in the world of Kaluza will I be working?
You will be working within the Kaluza Client Application Support team, with a focus on triaging agent & customer issues from Retailers & analysing problems that are discovered.
With a unique combination of technical expertise, domain knowledge, and strategic oversight, the team delivers high-value work that directly supports business-critical functions.
What will I be doing?
You'll be the go-to guru for performing impact assessments and root cause analysis, identifying impacted accounts or processes and recommending technical fix approaches, using the Kaluza incident process.
When you’re not saving the day, you’ll be helping define what a good Client Support looks like, liaising with product teams to provide updates and solutions to customers.
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 includes providing a mix of analysis, process orchestration and process implementation support for our Product teams by creating and maintaining data pipelines that are efficient and scalable and where suitable, using platform APIs to provide solutions for clients.
You will play an integral part in standing up an enduring Kaluza presence in the region and supporting our clients. Kaluza is predominantly based in the UK. Due to the time difference between Melbourne and the UK, you will need to manage client expectations and interactions with UK teams across time zones, with support from your UK counterparts.
You’ll be working predominantly on the Kaluza Energy Retail platform. This is a single instance, SaaS technology platform that aims to revolutionise the operating platforms for energy retailers globally. This platform has been built with scale and technical quality in mind and is the foundation for decarbonisation efforts by Kaluza’s customers. We’re looking to transform to a multi-tenant, international ready model to help the business take on new challenges and external customers.
Key responsibilities include:
- Triage agent and customer tickets, prioritising issues based on their urgency and business impact using JIRA.
- Deep dive into multiple data sources like Databricks, APIs, and dashboards to uncover trends and support root cause analysis.
- Be proactive in containing and mitigating incidents to prevent further impact across the platform.
- 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.
- Liaise with various stakeholders to manage expectations and provide clear updates to both internal teams and clients.
- Act as the go-to expert for early support on the Retail Energy platform, ensuring smooth adoption for every release.
- Drive the identification of feature gaps and work with product teams to prioritise their resolution based on impact.
- Translate complex problem statements into well-structured and efficient technical solutions.
- 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:
Ideally you’ll have
- 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.
- 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 and providing updates to a range of stakeholders.
- A collaborative mindset, with the ability to build effective working relationships across teams and locations.
- A proactive and curious approach, with a passion for continuous improvement and challenging existing ways of working.
- Experience working on projects or within problem-solving teams focused on delivering improvements and fixes.
- Either hands-on experience with, or a strong willingness to learn, tools and technologies such as AWS, Dataform, and software development practices.
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.
