Energy Market Analyst - Support

About the Position

The Energy Market Analyst (Support) is part of the Global Customer Support team and is responsible for delivering an outstanding customer experience and providing technical and product support to existing and new clients across the APAC region. The role is focused on helping customers use Energy Exemplar’s software products effectively, resolving technical and modelling challenges, and supporting long-term customer success and retention.

Working closely with customers, Account Management, Product Management, Development, Learning and other technical teams, the Energy Market Analyst will provide guidance across Energy Exemplar’s SaaS/Cloud and Desktop offerings. The role will also contribute to customer onboarding, training, knowledge sharing and product improvement.

This is an opportunity for an analytically strong energy market professional to develop advanced expertise in PLEXOS while building their knowledge of energy markets, customer applications and cloud-based simulation technologies. The successful candidate will play an important role in helping APAC customers achieve greater value from Energy Exemplar’s products.

Primary Responsibilities

• Provide timely, accurate and comprehensive technical support to customers, helping them successfully use Energy Exemplar’s software products and resolve modelling or product-related challenges.
• Own customer support cases from initial investigation through to resolution, ensuring issues are appropriately prioritised, communicated and closed.
• Troubleshoot SaaS/Cloud and Desktop product issues, including high-priority cloud connectivity and service-related challenges.
• Provide modelling guidance and practical advice to customers, helping them understand and effectively apply the capabilities of Energy Exemplar’s products.
• Collaborate closely with Account Management to support customer onboarding, adoption and ongoing engagement across the APAC region.
• Work with Product Management and Development teams to investigate complex technical issues, communicate customer feedback and contribute to product improvements and quality assurance activities.
• Deliver online and onsite customer training and contribute to learning materials, user documentation, knowledge-base content and other customer education resources.
• Develop practical tools, examples, articles and videos that help customers better understand and utilise Energy Exemplar’s products.
• Maintain and develop knowledge of energy markets, industry trends, technologies and market developments across the APAC region to provide relevant and informed customer support.

Candidate Requirements & Qualifications

• Strong interest in energy market modelling and optimisation, with experience or exposure to energy market modelling and simulation tools such as PLEXOS, Aurora, BID3, GAMS or similar platforms.
• Experience with scripting, programming or database technologies such as Python, VBA, SQL or similar.
• 1–3 years’ experience in the energy industry, with a strong understanding of energy economics, electricity markets and/or the technical operation of generation or transmission systems.
• Strong analytical and problem-solving skills, with the ability to investigate complex issues, identify the critical elements of a problem and develop high-quality solutions within appropriate timeframes.
• Strong customer-facing communication skills, including the ability to actively listen, understand the underlying business problem and clearly explain technical concepts to a range of audiences.
• Demonstrated ability to troubleshoot technical issues across cloud-based and/or desktop software environments and manage customer issues through to resolution.
• Relevant tertiary qualification in Applied Mathematics, Engineering, Economics, Computer Science, Operations Research, Power Systems or a related discipline, with a strong academic or practical foundation in quantitative analysis.
• Location: Ideally based in Adelaide, South Australia, with the flexibility to consider candidates based elsewhere in Australia. The role can be performed remotely, with occasional travel to the Adelaide office and/or customer locations as required.