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
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
sourced from the original posting ↗ · always verify details there before applying