Platform Support Engineer - Automate & Troubleshoot Scale

Remote Worker LTD.; Greater London; Remote; GBP 65,000 - 90,000; Full time

Job summary

Kraken is seeking a Platform Support Engineer to own investigations end-to-end and shape tooling and runbooks. You’ll handle non-critical incidents from engineers and stakeholders, triage tickets, and collaborate with Platform Engineers to deepen your understanding of the platform’s design and operation.

You’ll contribute to automation improvements, communicate clearly across technical and non-technical audiences, and help minimize toil while ensuring reliable support for multi-region clients.

Qualifications

• Hands-on experience with at least one: AWS, Kubernetes, or Terraform.
• Ability to triage platform issues independently and investigate before escalating.
• Experience communicating technical problems to non-technical stakeholders.
• Capable of engaging in technical conversations with Platform Engineers during investigations.
• Proactive flags risks and scope changes to stakeholders.
• Able to identify gaps in documentation and close them.

Responsibilities

• 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
• Resolve routine platform requests (access, configuration changes, environment queries, etc.)
• 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
• Communicate clearly across a range of technical and non-technical audiences, translating between the two where needed
• Identify recurring problems and flag opportunities to improve tooling, automation or documentation
• Maintain and improve runbooks, FAQs and internal documentation
• Work closely with Platform Engineers to build your understanding of how the platform is built and operated
• Take ownership of ticket investigations end-to-end, including identifying when to elevate severity without prompting
• Proactively flag risks and scope changes to stakeholders before they become problems
• Identify and close gaps in team documentation without being asked
• Begin contributing to tooling and automation improvements: scoped, well-defined pieces that reduce toil or improve the support workflow

Skills

AWS

Kubernetes

Terraform

Tools

Datadog

PagerDuty

incident.io

Rootly

GitOps

Job description

Kraken is seeking a Platform Support Engineer to own investigations end-to-end and shape tooling and runbooks. You’ll handle non-critical incidents from engineers and stakeholders, triage tickets, and collaborate with Platform Engineers to deepen your understanding of the platform’s design and operation.

You’ll contribute to automation improvements, communicate clearly across technical and non-technical audiences, and help minimize toil while ensuring reliable support for multi-region clients.