kraken123 - Lead Platform Support Engineer

• Support Leadership: • 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 • People Leadership: • 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 • Service Delivery: • 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 • Technologies We Use: • 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 • ## 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 • Kraken is a certified Great Place to Work in France, Germany, Spain, Japan and Australia. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5 and in Germany we rate 4.7 on Kununu as a Top Company. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture. • Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at [email protected] and we'll do what we can to customise your interview process for comfort and maximum magic!