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:
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
Support Leadership:
People Leadership:
Service Delivery:
Technologies We Use:
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
What We Do
Kraken delivers transformational tech to utilities around the world to make the global transition to green energy quicker and more affordable. Part of the Octopus Energy Group.
