Application Support Manager; Support Engineering, L2​/L3

Application Support Manager (Support Engineering, L2/L3)

• Full-time

Work smart, have fun and make an impact!

Eco Vadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Why apply to Eco Vadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Eco Vadis 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.

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 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.

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.

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.

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

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

• Offer only for candidates eligible to work and…