Platforms Engineering Support Lead

Technical Support Specialist

In this role, you will provide expert technical support and act as the primary escalation point for critical platform issues, ensuring timely resolution and clear communication across teams. You will guide developers and collaborate with engineering teams to improve operability and automation of large-scale, open-source-based systems while also driving the reporting and analytics process for senior leadership. The position involves preparing and delivering detailed reports, dashboards, and KPIs for C-level stakeholders, analyzing incident trends, and producing actionable insights for continuous improvement. Strong experience in escalation management, stakeholder communication, and proficiency with reporting tools such as Power BI or Excel is essential. You should be able to present complex technical issues in a clear, business-oriented manner and have familiarity with ITIL processes and service-level management. A background in cloud-native platforms or large-scale systems and experience working with executive leadership is preferred.

Your Responsibilities

Provide expert L4 technical support, including troubleshooting, performance analysis, ticket handling, and escalation management.

Lead operational strategy across support processes (FM, IM, CMBs, TL9000, Lean), ensuring alignment with ITIL practices.

Work with L1–L4 support, enterprise teams, business owners, and customers to define operational requirements and ensure compliance with functional, non-functional, and quality standards.

Drive automation across deployment, upgrades, administration, and verification workflows, including performance testing and test automation toolchains.

Support dimensioning, optimization, and training/coaching activities to improve solution efficiency and team capabilities.

Build and refine observability, operability, and serviceability concepts, including Golden Signals design and implementation.

Contribute to internal tools, lab maintenance, Ops-related development, and implementation of platform services.

Participate in 24/7 ROTA engineering management to ensure continuous, high-quality operations.

Document concepts, processes, and solutions at a level that enables effective collaboration and clear handover to end-users and internal teams.

Drive continuous improvement by sharing knowledge, coaching team members, and tracking technological innovations relevant to the platform.

Your Skills and Experience

15+ years of experience in R&D or Technical Support with strong involvement in ITIL-aligned support processes.

Proven background in DevOps operations, ideally in SaaS/CaaS environments.

ITIL certification and a people-centric mindset.

Strong automation mindset and experience using cloud-based managed services.

Solid understanding of private cloud virtualization platforms and modern server hardware.

Hands-on experience with container technologies (Docker, Kubernetes), IaC, IT automation tools, and DevOps toolchains.

Expertise in observability/operability/serviceability concepts and familiarity with Golden Signals.

Strong troubleshooting and performance optimization skills.

Experience improving deployment and upgrade automation for complex systems.

Excellent communication skills, structured working style, and ability to contribute hands-on.

Fluency in written and spoken English and a passion for working with cutting-edge technologies.

More Information

Some of our benefits in Hungary:

Medical insurance plan to support your health and well-being.

Flexible working arrangements to support work–life balance.

A minimum of 90 days of Maternity and Paternity Leave based on eligibility.

Fully equipped fitness center on-site.

Nokia Garage access to explore new technologies, experiment with ideas, and have fun in our dedicated innovation space.

Well-being programs to support your mental and physical health.

Personal Support Service 24/7 – a confidential support channel open to all Nokia employees and their families in challenging situations.

Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions.

A learning culture that promotes continuous personal and professional growth – for your role and beyond.

About Us

Join us in creating the technology that helps the world act together.

We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world's people, machines and devices in sync to create a more sustainable, productive and accessible future.

Learn more about life at Nokia.

Our Recruitment Process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates.

Job Info

Job Category: Applied R&D

Posting Date: 11/24/2025

Job Schedule: Full time

Job Type: Experienced

Job Identification: 27066

Role Type: Individual contributor

US/Canada Salary Range: tbd

Locations: Bokay Janos utca 36-42, Budapest, 1083, HU (Hybrid)