About the job
Kraken is building a new Platform Support Engineering function within its Platform organization in London. This group will serve as the main contact for internal platform issues and requests, aiming to streamline workflows and ease the daily operational burden on core Platform Engineers.
Role overview
The Lead Platform Support Engineer will establish and guide this team from the ground up. This includes defining how requests are received and processed, setting up support procedures, and mentoring a small, distributed group of engineers. The role involves both hands-on operational work, such as monitoring ticket quality and response times, and strategic improvements like automation, documentation, and platform enhancements to reduce incoming support demand.
What you will do
- Build and lead the Platform Support Engineering function.
- Design the intake model for requests and implement support processes.
- Mentor and support a growing team working across multiple time zones.
- Balance day-to-day operational tasks with long-term improvements to support efficiency.
- Collaborate with Platform leadership to ensure consistent, reliable support for engineers across Kraken.
Team focus
The Platform Support team will handle triage of incoming issues, manage routine requests, and drive improvements to internal processes. By taking on these responsibilities, the team enables Platform Engineers to concentrate on delivering technical solutions for Kraken’s global energy technology platform.

