Application Support Manager (Support Engineering, L2L3)

EcoVadis is seeking an experienced Application Support Manager to lead and scale our L2/L3 Support Engineering function across four tribes. You will manage a distributed team of 12 Support Engineers located in Poland Malaysia Mauritius and Mexico operating a follow-the-sun model (24/5) at tribe level.

This role is accountable for the end-to-end support operating model and for ensuring seamless alignment between Customer Care (L1) Support Engineering (L2/L3) and Engineering Squads (L4). Your mission is to drive a high-performing metrics-driven support organization that works in close partnership with tribes and squads. Eliminating silos and enabling true end-to-end accountability for platform reliability and customer outcomes.

You will report directly to the VP of Engineering.

Key responsibilities

1) Lead and develop a high-performing distributed team

• Manage and coach 12 L2/L3 Support Engineers including: hiring onboarding coaching performance and operational rigor.

• Establish/own cadences such as: daily/regular triage weekly KPI reviews monthly ops reviews with tribe leadership and a quarterly improvement roadmap.

2) Own the support operating model process and governance

• Own the L1L4 support model: triage/routing escalation SLAs/OLAs severities and comms.

• Drive cross-functional improvements (process tooling knowledge automation) and ensure consistent execution across tribes.

3) Drive metrics transparency and continuous improvement

• Build and run an operational KPI system dashboards and cadences; ensure leadership visibility into service health risks and trends including:
  Time to first response resolution time SLA/OLA compliance Backlog size/aging inflow vs outflow Reopen rate escalation rate handoff cycles assignment accuracy and quality of analysis/diagnosis

4) Observability monitoring runbooks and operational readiness

• Improve observability: alerting/monitoring quality & coverage and runbooks/playbooks (with Engineering/Platform).

• Strengthen diagnostics and knowledge management to reduce repeat issues and accelerate L4 resolution.

5) Stakeholder management and alignment across tribes/squads

• Partner with Tribe leadership Engineering Managers Tech Leads Product and Customer-facing teams to align priorities and execute improvements.

• Ensure Support Engineering and Squads operate in perfect harmony with shared accountability and minimal friction between L2/L3 and L4.
   

Qualifications :

Essential

• 8 years of experience in Support Engineering / Application Support / SaaS Operations (complex web APIs) with 3 years of leading support and driving performance across distributed multi-cultural teams.

• Must-have: Proven experience designing and implementing L1L4 support operating models including standardized triage/routing escalation paths and measurable improvements in observability/monitoring (alerts detection coverage runbooks).

• Strong track record improving operational KPIs: including but not only time to first response resolution time backlog health SLA/OLA compliance and breach reduction.

• Strong incident and problem management experience including RCAs and prevention loops.

• Excellent stakeholder management and communication skills able to drive alignment across Customer Care Support and Engineering tribes/squads.
   

Nice to have

• Experience with  Salesforce (case intake / customer care) Jira (work tracking / execution) and Azure DevOps (engineering tracking/defects where applicable).

• Experience with distributed Microsoft/.NET and/or Azure-based microservice environments.

Additional Information :

• Offer only for candidates eligible to work and live in Poland
• Location: Hybrid in Warsaw (4 days per month in the office) / Remote from Poland
• Contract of Employment
• The salary range will be shared following the technical assessment stage of this recruitment process

In return for your expertise we offer:

• Support with all the necessary office and IT equipment
• Flexible working hours
• Wellness allowance for mental and physical wellbeing
• Access to professional mental health support
• Referral bonus policy
• Learning and development 
• Sustainability events and community involvement
• Peer recognition program
• Employee-led resource groups
• Optional (fully covered or co-financed) health care and life insurance
• Multisport card
• Multikafeteria
• Lunch card
• Hybrid work organization
• Remote work from abroad policy
• Internet and Electricity bill allowance
• Additional day for community service when volunteering

Our hiring team looks forward to reviewing your CV in English with a guaranteed response to every application. A new job with purpose awaits you!

Dont fit all the criteria but still think youd be a good candidate Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. Were interested in hiring capable people regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people people with long-term health conditions and neurodiverse candidates. If you need any adjustments including the provision of interview questions please let the hiring team know.

Our teams strength comes from everyones uniqueness and is founded upon mutual respect. EcoVadis commits to equity inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on color national or ethnic origin ancestry citizenship religion beliefs age sex gender identity sexual orientation neurodiversity disability parental status or any other protected characteristic that makes you your application we encourage you to remove personal information such as: photographs marital status number of children religion gender residential postal code university graduation date past medical or parental leave(s) taken nationality (instead please state if you are legally eligible to work in the job region/country) university name (instead please state any degrees obtained and the study major).

Remote Work :

No

Employment Type :

Full-time