Customer Success Engineer

Kraken; Chester; On-site; GBP 45,000 - 60,000; Full time

Job summary

Kraken is a technology company focused on creating a smarter, sustainable energy system. We are building a SaaS platform that helps utilities and residential devices connect to energy markets, delivering greener and cheaper power.

We are seeking a Customer Success Engineer to help customers get value, solve problems, and collaborate across engineering, product, and partnerships. You will triage queries, train users, automate tasks, and support post-sale processes in a fast-paced, agile

Qualifications

• Problem solving across technical, product and business questions, with an ability to grasp customers’ needs and suggest timely solutions.
• Familiarity with an object oriented programming language, back end config and interacting with APIs
• Experience driving technical conversations with technical and non-technical people
• Excellent verbal and written communication skills
• A drive to get things done in a collaborative environment, with an ability to effectively work across functions (e.g. sales, product, engineering)
• A proven ability to multitask and perform well in a fast-paced environment
• An interest in learning about the electricity system and how grid-scale Renewable energy sources to keep the lights on and the network stable. There are no experts, this area is changing so you’ll be learning what a flexible electricity system is along with us.
• A keen eye for detail
• Technical knowledge of Open Charge Point Protocol (OCPP) for EVSEs (charge points)
• Technical background in a SaaS business with hands on experience in developing cloud-native applications
• Demonstrable Technical Account Management, Customer Support experience or Sales Engineering experience or equivalent experience - developers interested in working directly with customers are highly encouraged to apply.
• Familiarity with back-end and software engineering practices

Responsibilities

• Address all product-related queries from customers in a timely manner
• Provide analysis of customers’ needs and suggest additional features to our Product teams
• Training customers to use the Residential Flex product effectively and provide supporting documentation
• Automate manual tasks and help our customers self‑serve.
• Work closely with a range of teams from the full technology stack (Engineering, Product & Partnerships)
• Provide technical expertise for customers to support post‑sales processes
• Onboarding customers through a mix of waterfall and agile processes
• (Optional) contribute to our 24x7 support model by taking part in our (paid) on call rota

Skills

Problem solving across technical, and;

OO language familiarity

Technical conversations

Communication skills

Cross-functional collaboration

Multitasking

Electricity system interest

Attention to detail

Tools

OCPP (Open Charge Point Protocol)

Job description

Help us use technology to make a big green dent in the universe!

Kraken powers some of the most innovative global developments in energy.

We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.

It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.

Residential Flex

The Residential Flex product line is creating a smart, sustainable energy system by leveraging residential devices such as batteries, heat pumps and EVs, using their flexibility to optimise renewable electricity use. Our goal is to become the leading residential flexibility provider. By digitally connecting millions of home devices to energy markets and utilities, we are building a Software as a Service (SaaS) business that brings greener and cheaper power to homes.

Our ideal Customer Success Engineer would be an individual keen to solve real-world problems to deliver value to customers through answering questions, performing root cause analysis and marshalling requests to the development teams within a collaborative, community-based environment.

You will need to be technically sharp, naturally inquisitive and people oriented; responsible for case management from customer queries we receive and deep diving into our applications to diagnose issues.

Someone who is a continual learner who can seamlessly switch between operating in the highly agile world of software development and the waterfall world of building real-world projects with physical infrastructure.

What you'll do:

• Address all product-related queries from customers in a timely manner
• Provide analysis of customers’ needs and suggest additional features to our Product teams
• Training customers to use the Residential Flex product effectively and provide supporting documentation
• Automate manual tasks and help our customers self‑serve.
• Work closely with a range of teams from the full technology stack (Engineering, Product & Partnerships)
• Provide technical expertise for customers to support post‑sales processes
• Onboarding customers through a mix of waterfall and agile processes
• (Optional) contribute to our 24x7 support model by taking part in our (paid) on call rota

What you'll need:

• Problem solving and analytical skills across technical, product and business questions, with an ability to grasp customers’ needs and suggest timely solutions
• Familiarity with an object oriented programming language, back end config and interacting with APIs
• Experience driving technical conversations with technical and non-technical people
• Excellent verbal and written communication skills
• A drive to get things done in a collaborative environment, with an ability to effectively work across functions (e.g. sales, product, engineering)
• A proven ability to multitask and perform well in a fast‑paced environment
• An interest in learning about the electricity system and how grid‑scale Renewable energy sources to keep the lights on and the network stable. There are no experts, this area is changing so you’ll be learning what a flexible electricity system is along with us.
• A keen eye for detail

It would be great if you had

• Technical knowledge of & experience with Open Charge Point Protocol (OCPP) for EVSEs (charge points)
• Technical background in a SaaS business with hands on experience in developing cloud‑native applications
• Demonstrable Technical Account Management, Customer Support experience or Sales Engineering experience or equivalent experience - developers interested in working directly with customers are highly encouraged to apply.
• Familiarity with back‑end and software engineering practices

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 4.7. 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 [e-mail] and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies 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 hire. Across Kraken, we're looking for genuinely decent people who are honest and empathetic. 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. U.S. based candidates can learn more about their EEO rights here.

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