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.
What you'll doAct as the primary contact point for platform-related requests and non-critical incidents from engineers, Technical Account Managers, and Client Delivery LeadsTriage incoming tickets and alerts, gathering context and reproducing issues where possibleMonitor platform alerting channels and respond to non-critical alerts in line with defined processesResolve 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 useEscalate to Senior Platform Support E.