The Team (Platform Support):
Our Platform organisation is establishing a dedicated Platform Support Engineering function to act as the front door to the Platform team. This team will triage issues, handle routine platform requests, improve internal processes, and reduce operational load on Platform Engineers so the wider Platform organisation can stay focused on delivery.
As the Lead, you will build and lead this function, setting the intake model, defining support processes, and coaching a small, growing team of engineers in a globally distributed, async-first environment. This role is both operational and strategic: you’ll care about ticket quality and response times, but also about reducing demand through automation, documentation, and better platform design. You’ll work closely with Platform leadership to deliver a reliable, predictable support experience for engineers across Kraken.