Platform Support Engineer

📋 Job Overview

Help us use technology to make a big green dent in the universe! Kraken powers some of the most innovative global developments in energy. We create the technology that redefines utilities and unlocks a new energy system of the future. By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide. It’s an incredibly exciting time to work in energy. Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone. Platform Support Engineering is a new team within Kraken’s Platform department. It will be the primary contact point for most day-to-day engineering interactions between the company’s 2,000 staff and the 120 engineers in the Platform department. The team will handle a high volume of tickets each month, supporting the business across a myriad of clients in the EU, North America, and Australia-Pacific regions on a 24/5 basis. This role sits in the middle of that function, owning investigations end-to-end and beginning to shape the team's tooling and processes. You'll work with enough independence to own complex investigations, and close enough to the platform to keep developing your technical depth.

🏢 About Kraken

Kraken powers some of the most innovative global developments in energy. We create the technology that redefines utilities and unlocks a new energy system of the future. By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide. It’s an incredibly exciting time to work in energy. Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone.

🎯 The Role

This role sits in the middle of that function, owning investigations end-to-end and beginning to shape the team's tooling and processes. You'll work with enough independence to own complex investigations, and close enough to the platform to keep developing your technical depth.

✅ Key Responsibilities

• Act as the primary contact point for platform-related requests and non-critical incidents from engineers, Technical Account Managers, and Client Delivery Leads
• Triage incoming tickets and alerts, gathering context and reproducing issues where possible
• Monitor platform alerting channels and respond to non-critical alerts in line with defined processes
• Resolve routine platform requests (access, configuration changes, environment queries, etc.)
• Escalate complex technical issues to the relevant Platform Engineering teams for investigation and resolution, capturing their input and formalising it into runbooks for future use
• Escalate to Senior Platform Support Engineers or the Platform Support Lead where pushback or seniority is required
• Communicate clearly across a range of technical and non-technical audiences, translating between the two where needed
• Identify recurring problems and flag opportunities to improve tooling, automation or documentation
• Maintain and improve runbooks, FAQs and internal documentation
• Work closely with Platform Engineers to build your understanding of how the platform is built and operated
• Take ownership of ticket investigations end-to-end, including identifying when to escalate severity without prompting
• Proactively flag risks and scope changes to stakeholders before they become problems
• Identify and close gaps in team documentation without being asked
• Begin contributing to tooling and automation improvements: scoped, well-defined pieces that reduce toil or improve the support workflow

📌 Required Qualifications

• Hands-on experience with at least one of: AWS (console + CLI), Kubernetes (kubectl, real triage experience), Terraform (reading plans, running applies)
• Comfortable triaging platform issues independently, knowing what to look for without being told and able to investigate before escalating
• Experience communicating technical problems and resolutions to non-technical stakeholders
• Can engage confidently in technical conversations with Platform Engineers when investigating complex issues, contributing context and understanding the response
• Proactively flags risks and scope changes to stakeholders before they become problems
• Able to identify gaps in documentation and close them, not just follow what exists

⭐ Desirable Experience

• Familiarity with observability tooling (Datadog or similar), using it to understand system behaviour, not just confirm alerts
• Experience in a support, SRE, or platform ops role in a high-scale environment
• Experience with GitOps workflows, understanding how infrastructure changes flow from code to production
• Familiarity with incident management tooling (PagerDuty, incident.io, Rootly, or similar), not just receiving alerts but owning the response flow
• Exposure to a client-facing or stakeholder-heavy environment (TAMs, CDLs, or similar non-engineering audiences)
• Scripting ability in Python, Bash, or similar, enough to automate a repetitive task or parse logs efficiently

🎁 Benefits

Are you ready for a career with us? We want to ensure you have the right tools and environment to unleash your potential. If you have any accommodation requests, please contact us at [email protected]. We’ll do our best to tailor the experience to your needs so you can feel comfortable, confident and be at your best!

🛂 Visa & Eligibility

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we’re looking for! At Kraken, we're creating a team of genuine, honest, empathetic people. Our people