Senior Client Success Engineer

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

Were 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.

Its a really exciting time in energy. Help us make a real impact on shaping a better more sustainable future.

Our ideal Senior Client Success Engineer would be an individual keen to solve real-world problems to deliver value to clients 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; a continual learner; naturally inquisitive and people oriented; responsible for case management of client queries we receive and deep diving into our applications to diagnose issues.

What youll do:

• Serve as a technical escalation point and subject matter expert for complex high-priority client queries and incidents ensuring timely and effective resolution.
• Translate complex technical and business challenges into strategic product proposals that directly influence the product roadmap and drive significant client value.
• Training clients to use the Residential Flex product effectively and provide supporting documentation.
• Identify architect and implement large-scale automation and self-service initiatives (e.g. tooling advanced scripting documentation structure) to reduce operational overhead for the entire CSE team and enhance the client experience.
• Work closely with a range of teams from the full technology stack (Engineering Product & Partnerships).
• Provide technical expertise and onboarding support for clients to support post-sales processes.
• Mentor and coach junior and mid-level CSEs on complex technical problem-solving client communication and overall technical account strategy.
• (Optional) contribute to our 24x7 support model by taking part in our (paid) on call rota.

What youll need:

• Exceptional strategic problem-solving and analytical skills with a proven ability to independently diagnose scope and resolve complex technical product and business challenges for large-scale enterprise clients.
• Familiarity with object oriented programming languages & back-end and software engineering practices (e.g. version control CI/CD testing frameworks) sufficient to review code advise clients on API usage & understand system architectures.
• A deep understanding of how systems interact and experience in troubleshooting modern architectures.
• Proven track record of driving and owning high-stakes technical conversations with key stakeholders across technical and non-technical domains.
• Excellent verbal and written communication skills with the ability to articulate complex technical concepts into clear compelling business strategies.
• 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 & operate with autonomy and ownership in a fast-paced environment prioritising competing high-stakes technical issues and strategic projects.
• A demonstrated ability to drive cross-functional strategic initiatives (e.g. defining a new integration pattern launching a new support channel) and effectively lead collaboration across Sales Product and Engineering.
• Meticulous attention to detail in technical documentation system design and communication.
• 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 youll be learning what a flexible electricity system is along with us.

It would be great if you had:

• Technical background in a B2B SaaS business with hands-on experience developing deploying and supporting microservices and cloud-native applications (AWS Azure or GCP).
• Demonstrable experience as a Technical Account Manager or Client Solutions Specialist.
• Familiarity with back-end and software engineering practices (e.g. version control CI/CD testing frameworks) sufficient to review code & understand system architectures.
• Understanding of the electricity system domestic electrotech (e.g. OCPP & related EVSE protocols) and a strong understanding of the physical laws governing their behaviour. You might be our ideal candidate if youve built a home automation system or are locally optimising some combination of solar/battery/heat pump/EV.

Why else youll love it here:

• Great medical dental and vision insurance options including FSAs.
• Paid time off we know working hard means also being able to recharge as needed we trust our employees to get the work done and take the time they need.
• 401(k) plan with employer match.
• Parental leave. Biological adoptive and foster parents are all eligible.
• Pre-tax commuter benefits.
• Flexible working environment : you need to shift around your schedule You do you we genuinely believe in work/life balance.
• Equity Options : every Octopus employee owns part of the business. Were a team working together towards huge goals. Every person is crucial to our success you should be rewarded as such.
• Modern office or co-working spaces depending on location.
• We hire a wide range of experience levels into our delivery teams. The salary range for this role in NYC ranges on average from $120000 - $150000 (with some flexibility) depending on relevant experience role alignment and technical/client management expertise demonstrated throughout the interview process. While the broad salary range is listed not all candidates will be placed at the top of the rangethis will be determined by the overall fit for the position. If you have questions about this just ask! Our recruiters are happy to provide more context.

Kraken is a certified Great Place to Work in France Germany Spain Japan and 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 and well 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 were 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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Required Experience:

Senior IC