{"id":2079586,"url":"https://alion.io/job/kraken-platform-support-engineer-eng-i","title":"Platform Support Engineer (Eng I)","company":{"id":3847135,"name":"Kraken","domain":"krakencrudo.com","url":"https://alion.io/company/kraken-6","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":88},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Datadog","optional":false},{"name":"GDPR","optional":false},{"name":"GitOps","optional":false},{"name":"Incident Management","optional":false},{"name":"kubectl","optional":false},{"name":"Kubernetes","optional":false},{"name":"PagerDuty","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Python","optional":false},{"name":"Terraform","optional":false}],"status":"live","first_seen_at":"2026-10-08T09:18:48Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T06:08:51Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Help us use technology to make a big green dent in the universe!\nKraken powers some of the most innovative global developments in energy.\nWe 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.\nIt’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.\nPlatform 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.\nThis 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.\nWhat you'll do\n\nAct as the primary contact point for platform-related requests and non-critical incidents from engineers, Technical Account Managers, and Client Delivery Leads\n\nTriage incoming tickets and alerts, gathering context and reproducing issues where possible\n\nMonitor platform alerting channels and respond to non-critical alerts in line with defined processes\n\nResolve routine platform requests (access, configuration changes, environment queries, etc.)\n\nEscalate complex technical issues to the relevant Platform Engineering teams for investigation and resolution, capturing their input and formalising it into runbooks for future use\n\nEscalate to Senior Platform Support Engineers or the Platform Support Lead where pushback or seniority is required\n\nCommunicate clearly across a range of technical and non-technical audiences, translating between the two where needed\n\nIdentify recurring problems and flag opportunities to improve tooling, automation or documentation\n\nMaintain and improve runbooks, FAQs and internal documentation\n\nWork closely with Platform Engineers to build your understanding of how the platform is built and operated\n\nTake ownership of ticket investigations end-to-end, including identifying when to escalate severity without prompting\n\nProactively flag risks and scope changes to stakeholders before they become problems\n\nIdentify and close gaps in team documentation without being asked\n\nBegin contributing to tooling and automation improvements: scoped, well-defined pieces that reduce toil or improve the support workflow\n\nWhat you'll need\n\nHands-on experience with at least one of: AWS (console + CLI), Kubernetes (kubectl, real triage experience), Terraform (reading plans, running applies)\n\nComfortable triaging platform issues independently, knowing what to look for without being told and able to investigate before escalating\n\nExperience communicating technical problems and resolutions to non-technical stakeholders\n\nCan engage confidently in technical conversations with Platform Engineers when investigating complex issues, contributing context and understanding the response\n\nProactively flags risks and scope changes to stakeholders before they become problems\n\nAble to identify gaps in documentation and close them, not just follow what exists\n\nIt would be great if you had\n\nFamiliarity with observability tooling (Datadog or similar), using it to understand system behaviour, not just confirm alerts\n\nExperience in a support, SRE, or platform ops role in a high-scale environment\n\nExperience with GitOps workflows, understanding how infrastructure changes flow from code to production\n\nFamiliarity with incident management tooling (PagerDuty, incident.io, Rootly, or similar), not just receiving alerts but owning the response flow\n\nExposure to a client-facing or stakeholder-heavy environment (TAMs, CDLs, or similar non-engineering audiences)\n\nScripting ability in Python, Bash, or similar, enough to automate a repetitive task or parse logs efficiently\n\nWhat success looks like in this role\nYou're comfortable with ambiguity. Platform Support sits at the intersection of engineering, clients, and product. Not every ticket has a clean answer. The people who do well here move through uncertainty rather than waiting for it to resolve.\nYou communicate before you're asked to. Stakeholders (engineers, TAMs, CDLs) care most about knowing what's happening. Proactive, accurate updates matter more than perfect resolutions.\nYou treat runbooks as a floor, not a ceiling. Following a runbook is the starting point. Finding the gap in it, fixing it, and making the next person's job easier is the standard we're aiming for.\nYou escalate with context, not just symptoms. When something needs to go up the chain, it goes up with a clear problem statement, what's been tried, and what's needed. You don't just hand off the stress.\n\nAre you ready for a career with us? We want to ensure you have the right tools and environment to unleash your potential. If you have any accommodation requests, please contact us at . We’ll do our best to tailor the experience to your needs so you can feel comfortable, confident and be at your best!\nStudies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we’re looking for! At Kraken, we're creating a team of genuine, honest, empathetic people. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.\n*Our (i) Applicant and Candidate Privacy Notice and Artificial Intelligence (AI) Notice, (ii) Website Privacy Notice and (iii) Cookie Notice govern the collection and use of your personal data in connection with your application and use of our website. These policies explain how we handle your data and outline your rights under applicable laws, including, but not limited to, the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Depending on your location, you may have the right to access, correct, or delete your information, object to processing, or withdraw consent. By applying, you acknowledge that you’ve read, understood and consent to these terms\nPlease note that, in line with our current recruitment policy, we are unable to offer visa sponsorship for this position; applicants must have the right to work in the country that they're applying to, at the time of application.*","description_format":"text","description_chars":7260,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T09:42:06Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":45,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/kraken-platform-support-engineer-eng-i","json_url":"https://alion.io/job/kraken-platform-support-engineer-eng-i.json","meta":{"generated_at":"2026-10-12T09:12:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13899,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3847135},"rest":"https://alion.io/mcp/rest/get_company?id=3847135"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkraken-platform-support-engineer-eng-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkraken-platform-support-engineer-eng-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkraken-platform-support-engineer-eng-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kraken-platform-support-engineer-eng-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkraken-platform-support-engineer-eng-i"}]}