Senior Solution Analyst

Overview

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

Our ideal Senior Solution Analyst 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.

• 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
• Train 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
• Contribute to our 24x7 support model by taking part in our on-call rota

• 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 and 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 and 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 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 keep the lights on and the network stable

• 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 and understand system…