Technical Support Specialist

About the company

Evergen, now part of Intellihub Group, works to speed up the retirement of older generation assets by coordinating more than 10 GW of distributed energy resources worldwide. The business sits at the centre of the energy software stack, helping optimise batteries and related technologies so they can support the grid, increase renewable energy adoption, and deliver added value for asset owners.

Backed by Intellihub Australia Pty Ltd, a leading smart metering provider in Australia, the company aims to simplify the clean energy transition for Australians.

Compensation

The advertised pay is a base salary of $95,000 plus superannuation.

Role overview

In this Technical Support Specialist position, you will handle day-to-day technical assistance across software, platform, and integration issues, working closely with internal and external stakeholders to keep systems running smoothly and support platform reliability.

Key duties

• Respond to end users, clients, and internal teams with accurate and timely technical help through the approved support channels.
• Analyse, troubleshoot, and resolve issues across software, platform, and integration environments, escalating cases when needed.
• Own support tickets from intake through resolution, making sure records are complete, priorities are set correctly, and SLA targets are met.
• Partner with Engineering, Operations, and Client Success teams to close complex issues and strengthen overall platform performance.
• Keep stakeholders informed on progress, including the current issue status, likely cause, and steps toward resolution.
• Help develop and maintain support materials such as knowledge articles, troubleshooting references, and internal documentation.
• Spot recurring problems and suggest improvements to processes or systems that can reduce repeat incidents.
• Assist with platform monitoring, incident management, and post-incident reviews when required.
• Follow company policies and procedures, while contributing to a safe, healthy, and continuously improving workplace.

Required background and capabilities

• A tertiary qualification in IT or Computer Science is preferred.
• At least 2 years of experience in technical support, SaaS support, or a software-oriented operational role.
• Hands-on experience with energy optimisation or efficiency platforms.
• Strong troubleshooting skills across energy management software, integrations, and cloud-based systems.
• Experience managing incidents through ticketing systems from start to finish with clear documentation.
• Comfort working with engineering, operations, and client-facing teams to solve complex technical problems.
• Excellent written and verbal communication skills, including the ability to explain technical matters to non-technical audiences.
• Ability to juggle multiple priorities in a fast-paced setting while helping minimise downtime and maintain strong energy performance.
• A structured, proactive approach to problem-solving, with strong attention to detail and a sense of ownership.
• Adaptability in a fast-changing renewable energy environment, including support for new technology, system upgrades, and ongoing improvement work.

Bonus experience

• Previous exposure to the energy sector.
• Experience using Jira or similar issue-tracking tools.

Location and working style

This role can be based in Newcastle or Sydney. The workplace is described as dynamic, inclusive, collaborative, and diverse, with a flexible and hybrid approach that supports work-life balance and professional growth.

Additional information

The team is made up of curious, passionate, and diverse people working together on major energy challenges. If you want to contribute to the future of energy and help build a more sustainable system, this opportunity is positioned as a chance to make a meaningful impact.