Application Support Manager (Support Engineering, L2/L3)

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.

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