[Hiring] Platform Support & Operations Team Lead @Kevel

Role Description

We are building a new Platform Support Team to serve as the dedicated first line of engineering support for our internal platform and we're looking for a leader to build it from the ground up. This team acts as the primary point of contact for internal engineering squads after customer-facing Technical Support, serving as the engineering escalation point for customer-facing support teams and as first responder for platform alerts.

As the Platform Support & Operations Team Lead, you will:

• Define, build, and lead this new function.
• Hire and develop a team of support and operations engineers.
• Establish the processes and standards that make the team effective.
• Help reduce toil across our 70-person engineering organization.
• Be hands-on alongside your team — doing triage, responding to incidents, and building runbooks yourself.
• Directly improve platform stability and engineer productivity through hands-on operational work.

This position is 100% remote. Applicants located anywhere within Hungary are encouraged to apply. Applicants must be legally eligible to work within Hungary.

Qualifications

• 5+ years of experience in technical support, operations, SRE, or platform engineering roles.
• 2+ years leading or managing a technical team.
• Proven experience building or scaling a support, operations, or SRE function.
• Strong technical foundation in distributed systems, cloud infrastructure (AWS/GCP), Kubernetes, databases, or similar modern platforms.
• Experience with incident management practices, including running post-mortems.
• Familiarity with monitoring and observability tools (Datadog, Prometheus, Grafana, ELK, etc.).
• Clear communicator who can explain operational problems and their impact.
• A coaching mindset with a track record of developing engineers and building healthy team cultures.

Requirements

• Own the incident management function for first-tier response.
• Define, track, and report on support and reliability metrics (MTTR, escalation volume, trends, root causes).
• Lead the hands-on work for tuning thresholds, improving alert specificity, and automating known-safe responses.
• Partner with platform engineering squad leads to surface recurring issues.
• Champion the team's evolution toward proactive, SRE-aligned practices.
• Gather and synthesize feedback from internal teams to continuously improve platform usability and reliability.

Benefits

• Fully remote work environment.
• Flexible working hours.
• 100% employer paid medical benefits for employees and their children.
• Retirement savings plans with employer contributions.
• Unlimited personal time off.
• Annual corporate retreat (Kevelfest).
• $500 home office allowance.
• Parental leave support with salary continuation and benefits.
• $300 annual allowance for news subscriptions.
• Recognition as a Best Places to Work for several years.