Platform Support Engineer (Eng I)

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 do 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 What you'll need 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 It would be great if you had 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 pr