Service Support jobs in Newcastle NSW

Company Description

Salary on offer is $95,000 base + superannuation.

At Evergen, we are on a mission to accelerate the retirement of legacy generation assets by orchestrating over 10 GW of Distributed Energy Resources across the globe. Our team is an amazing mix of some of the smartest, curious and most diverse people from all over the world working together to speed the transition of the world to renewables.

Evergen is the software heart beating across the entire energy ecosystem. We optimise and orchestrate batteries and other technologies to collectively support the electricity grid, and in so doing we increase the uptake of renewable energy and create additional value for individual asset owners.

Owned and backed by Intellihub Australia Pty Ltd, Australia’s leading smart metering company, together we are simplifying and evolving the clean energy transition for all Australians.

Job Description

As a Technical Support Specialist at Evergen, your responsibilities will include the following:

• Provide timely, accurate technical support to end users, clients, and internal teams via agreed support channels.
• Investigate, diagnose, and resolve software, platform, and integration issues, escalating where appropriate.
• Manage support tickets effectively, ensuring accurate documentation, prioritisation, and resolution within SLAs.
• Collaborate with Engineering, Operations, and Client Success to resolve complex issues and improve platform reliability.
• Communicate clearly with stakeholders on issue status, root cause, and resolution progress.
• Contribute to the creation and maintenance of support documentation, knowledge bases, and troubleshooting guides.
• Identify recurring issues and recommend process or system improvements to reduce future incidents.
• Support platform monitoring, incident response, and post-incident reviews as required.
• Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Evergen by complying with all relevant policies and procedures.

Qualifications

• Tertiary qualifications in IT or Computer Science, highly desirable.
• 2+ years’ experience in a technical support, SaaS support, or software-focused operational role.
• Experience working with energy optimisation and efficiency platforms.
• Strong ability to troubleshoot and diagnose issues across energy management systems software platforms, integrations, and cloud-based systems.
• Experience working with ticketing systems and managing incidents end to end, through to resolution, including clear documentation.
• Comfortable collaborating with engineering, operations, and customer-facing teams to resolve complex technical issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Skilled in managing competing priorities in fast-paced, high-demand environments, ensuring minimal system downtime and optimal energy performance.
• A proactive and methodical approach to problem solving, with attention to detail and ownership mindset.
• Ability to adapt in a rapidly evolving renewable energy landscape, supporting new technologies, system upgrades and continuous improvement initiatives, focused on efficiency.

Bonus Skills

• Energy industry experience
• Experience using Jira or similar tools

Additional Information

This role can be based in Newcastle or Sydney. We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible and hybrid working mode, we prioritise work-life balance while fostering personal and professional growth.

Our team is a diverse group of brilliant, curious, and passionate individuals working together to solve some of the world’s most pressing energy challenges.

If you’re excited to make a real impact on the future of energy, we’d love to hear from you! Submit your application today and help us build a sustainable energy future.