Hybrid Lead Client Success Engineer

at Kraken

• Job title: Lead Client Success Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: $150,000 - $200,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Lead Client Success Engineer solving client queries to deliver value in energy tech. Working on strategic product proposals and enhancing client experiences through collaboration with technical teams.

Responsibilities

• 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.

Requirements

• 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 you’ll be learning what a flexible electricity system is along with us.

Benefits

• 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. We’re 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.