Application Support Manager (Support Engineering, L2/L3)

O projekcie: 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. Wymagania: 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 L1–L4 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 Codzienne zadania: - 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. - Own the support operating model, process, and governance - Own the L1–L4 support model: triage/routing, escalation, SLAs/OLAs, severities and comms. - Drive cross-functional improvements (process, tooling, knowledge, automation) and ensure consistent execution across tribes. - 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 - 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. - 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.