Platform Support Engineer

Position:
Platform Support Engineer (Eng I)

Company:
Kraken

Location:
United Kingdom, London / Manchester

Employment type:
Full-time

Work Arrangement:
Hybrid

Short Summary:
Platform Support Engineering is a new team within Kraken’s Platform department, serving as the primary contact for day-to-day engineering interactions. The team supports a high volume of tickets across various regions on a 24/5 basis, handling investigations and shaping tooling and processes.

Responsibilities:
- Act as the primary contact point for platform-related requests and non-critical incidents.
- Triage incoming tickets and alerts, gathering context and reproducing issues.
- Monitor platform alerting channels and respond to non-critical alerts.
- Resolve routine platform requests (access, configuration changes, etc.).
- Escalate complex technical issues to relevant Platform Engineering teams.
- Communicate clearly across technical and non-technical audiences.
- Identify recurring problems and flag opportunities for improvement.
- Maintain and improve runbooks, FAQs, and internal documentation.
- Work closely with Platform Engineers to understand platform operations.
- Take ownership of ticket investigations end-to-end.
- Proactively flag risks and scope changes to stakeholders.
- Contribute to tooling and automation improvements.

Requirement:
- Hands-on experience with AWS, Kubernetes, or Terraform.
- Comfortable triaging platform issues independently.
- Experience communicating technical problems to non-technical stakeholders.
- Ability to engage confidently in technical conversations.
- Proactively identify gaps in documentation.

Benefits:
- Opportunity to work in a dynamic environment at the intersection of engineering, clients, and product.
- Focus on proactive communication and continuous improvement of processes.