At a Glance
- Tasks: Help customers optimise renewable energy use and solve real-world problems.
- Company: Join a leading tech company transforming the energy industry for a sustainable future.
- Benefits: Enjoy competitive pay, flexible work options, and a supportive team culture.
- Other info: Be part of a dynamic team with excellent growth opportunities in a fast-paced environment.
- Why this job: Make a meaningful impact on sustainability while developing your technical skills.
- Qualifications: Problem-solving skills, programming knowledge, and a passion for renewable energy.
The predicted salary is between 60000 - 75000 £ per year.
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.
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 keep the lights on and the network stable.
- 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.
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 inclusion@kraken.tech 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.
Customer Success Engineer in Chester employer: Kraken
At Payward, we pride ourselves on being an exceptional employer, offering a fully remote work environment that promotes flexibility and work-life balance. Our culture is rooted in hyper-transparency and open dialogue, fostering collaboration across diverse teams while providing ample opportunities for professional growth and development in the fast-paced fintech landscape. Join us to be part of a forward-thinking team dedicated to building a resilient financial infrastructure that empowers innovation and inclusivity in the global financial system.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Engineer in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kraken. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kraken before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Engineer in Chester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kraken:Your cover letter is your chance to shine! Tell us why you want to work at Kraken specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kraken!
How to prepare for a job interview at Kraken
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
