Client Support Engineering Manager
Core
Lead a high-performing engineering team to own the end-to-end technical support experience for Kaluza's Australian clients, ensuring the Energy Retail platform runs reliably.
Role type
Senior IC engineering manager (people leadership + technical support)
Builds
Energy Retail platform for utility retailers
Domain
Energy / Utilities
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, incident management, root cause analysis, process automation, stakeholder management, cross-functional coordination, SLA management, on-call rotation
Preferred skills
Energy industry knowledge, service transition experience, AI/automated support tooling development
Technologies
TypeScript, API tooling, observability platforms, Databricks
Responsibilities
Lead and develop the Client Support Engineering team; Own technical support function including impact assessments and incident resolution; Build tooling and automation to reduce toil; Coordinate domain engineering, data, platform and SRE teams; Build relationships with client counterparts; Create technical strategy for the support function; Measure and report on SLAs; Implement 24/7 on-call rota
Seniority
Senior, hands-on IC with people leadership
