Energy One is a leading provider of software solutions and services for the global energy trading industry. With a presence in Australia, the UK, France, and Belgium, we help businesses optimize their energy trading strategies through technology-driven solutions and expert market insights.
We are looking for a customer-focused Support Analyst to join our dynamic Client Services & Support Team. This role is central to delivering high-quality support across our suite of Energy One application software products, with a strong emphasis on cloud-hosted services in Microsoft Azure and AWS. You will be responsible for managing incidents, supporting application functionality, coordinating releases, and delivering exceptional customer service. Your insights and interactions with clients will help shape the future of our products, ensuring they remain competitive and aligned with evolving customer needs.
Job requirements
- Fluent French and English, with strong written and verbal communication skills.
- Experience supporting and troubleshooting complex web-based or cloud-hosted software applications.
- Working knowledge of Microsoft SQL Server, SQL queries, Windows Server and Internet Information Services (IIS).
- Understanding of cloud platforms such as Azure or AWS, along with basic networking and infrastructure concepts.
- Strong incident management, troubleshooting and root cause analysis skills, with the ability to prioritise effectively in a fast-paced support environment.
- A proactive, customer-focused approach with strong problem-solving skills; experience with Jira Service Desk, Power BI, SaaS environments or relevant IT certifications is advantageous.
Job responsibilities
- Provide high-quality application support for cloud-hosted software, resolving incidents and service requests within agreed service levels.
- Manage incidents from initial triage and troubleshooting through to resolution and root cause analysis, keeping customers informed throughout.
- Build strong customer relationships, understand business needs and help customers get the best value from our products and features.
- Support software releases and deployments, including coordinating changes, validating new features and communicating updates to customers.
- Maintain accurate support documentation and share customer feedback and insights to support continuous improvement of products and services.
- Participate in the 24/7 support roster, including on-call responsibilities, and identify opportunities for product enhancements, configuration or professional services.
- Pension with Aviva: Energy One contributes 8%, with employees having the option to make their own contributions
- 25 days annual leave (pro-rata to start date)
- You Day - an additional day of wellness leave
- Employee Share Scheme: After one year of service, employees receive AUD 1,000 worth of Energy One shares annually
- Life Assurance (AIG) - 4x salary
- Private Medical Insurance with AXA (employee only), with the option to add dependents at additional cost
- Cash Plan
- Cycle to Work Scheme (Salary Sacrifice)
- EV Car Scheme (Salary Sacrifice)
- Employee Assistance Programme
- Hybrid working - currently most employees attend the office 2-3 days per week
If you are eager to join a fast-paced and innovative industry.
Energy One is committed to diversity, inclusion, and equal opportunities, welcoming applicants from all backgrounds.
Please note unsuccessful candidates will not be individually contacted.
Support Analyst - French Speaking employer: Energy One Limited
Energy One Limited is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the energy sector. With a strong focus on employee growth, we provide ample opportunities for professional development through training and hands-on experience in leading enterprise software implementations across the UK and Europe. Our commitment to a supportive environment ensures that every team member can thrive while making a meaningful impact in the industry.
