Kraken12312d ago

Lead Platform Support Engineer

LondonFull-timelead

OtherPlatform Support Engineer

0 views0 saves0 applied

Apply Now

Quick Summary

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’re a technology company focused on creating a smart,

Technical Tools

OtherPlatform Support Engineer

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’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.

It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.

Work closely with Platform leadership to define strategic objectives, service expectations, and team direction for Platform Support

Manage team priorities and ensure support work is triaged and progressed in line with agreed service levels

Define and own the intake and triage model for platform support, including request routing, prioritisation, escalation paths, and clear ways for the business to engage with the team

Establish and maintain SLAs for platform support requests, ensuring expectations are clear and consistently met

Monitor support volume, response times, SLA performance, and operational trends, and use that insight to improve how the function operates

Identify systemic issues and partner with Platform leadership to address root causes through better tooling, automation, documentation, and platform design

Lead a small, growing team of Platform Support Engineers, overseeing hiring, 1:1s, performance management, and career progression

Set clear performance expectations and regularly review individual and team performance, offering actionable feedback and structured coaching to help engineers grow

Lead a strong team culture with open communication, ownership, and a low-ego, collaborative approach to problem solving

Participate in Platform Engineering leadership and org-wide efforts, helping establish effective ways of working for a globally distributed, async-first team

Define and refine processes for issue handling, escalation, and routine platform requests

Ensure high-quality diagnostics and context are captured when escalating issues to Platform Engineers

Work across teams to manage stakeholder expectations, communicate clearly in high-pressure situations, and drive issues through to resolution

Treat support as a product: make it easy for engineers to engage with the team, understand what to expect, and receive a consistent service experience

Ticket and request management through Plain

Documentation in Notion and planning in Linear

AWS as the core cloud platform, with Kubernetes-based environments and Terraform across the platform stack

CI/CD and platform engineering concepts at a high level

Excellent communication skills, with a focus on working clearly and effectively across teams, timezones, and pressure situations

Confidence working across teams and managing stakeholder expectations

Demonstrable experience leading or mentoring engineers in a support, SRE, DevOps, or infrastructure-focused team

Experience building, growing, or improving a support or service function, even if you have not built one entirely from scratch

Practical experience with incident management and service operations; familiarity with tools like Rootly, Incident.io, or similar is helpful

A structured approach to triage, prioritisation, and escalation, with sound judgement in high-pressure environments and the ability to help others understand trade-offs

Familiarity with AWS and a conceptual understanding of Kubernetes and infrastructure-as-code approaches such as Terraform - enough to triage effectively rather than be the deepest technical specialist

Track record of coaching engineers, setting expectations, and supporting career development

A focus on outcomes over activity, with the confidence to define or improve processes rather than wait for a runbook

Experience setting up a support function from scratch

Familiarity with Terraform and CI/CD tooling

Background in developer platform, infrastructure, or internal tooling teams

Prior experience working in globally distributed teams

Proactive, problem-solving orientation with an interest in continual improvement