ClientSupportEngineeringManager

Job Title: Client 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