Lead Platform Support Engineer

Kraken · London

 
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.

The Team (Platform Support):

Our Platform organisation is establishing a dedicated Platform Support Engineering function to act as the front door to the Platform team. This team will triage issues, handle routine platform requests, improve internal processes, and reduce operational load on Platform Engineers so the wider Platform organisation can stay focused on delivery.

As the Lead, you will build and lead this function, setting the intake model, defining support processes, and coaching a small, growing team of engineers in a globally distributed, async-first environment. This role is both operational and strategic: you’ll care about ticket quality and response times, but also about reducing demand through automation, documentation, and better platform design. You’ll work closely with Platform leadership to deliver a reliable, predictable support experience for engineers across Kraken.

What You'll Do:

Support Leadership:

  • 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


    • People Leadership:

  • 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


    • Service Delivery:

  • 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


    • Technologies We Use:

  • 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

    • What You'll Have:

  • 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

    • What Will Help:

  • 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

    • Apply →