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Job Title: Client Support Engineering Manager Location (including hybrid): Melbourne, Australia Team: Client Delivery 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 life