Application Support Manager (L2/L3 Engineering) at EcoVadis | Warsaw

EcoVadisWarsaw

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Essential Qualifications:8+ years of experience in Support Engineering/Application Support/SaaS Operations (complex web + APIs), with at least 3 years in leadership roles managing distributed, multicultural teams. Proven capability in designing and implementing L1-L4 support operating models, including standardized triage/routing, escalation paths, and measurable enhancements in observability/monitoring (alerts, detection coverage, runbooks). Strong history of improving operational KPIs, including time to first response, resolution times, backlog health, and SLA/OLA compliance. Robust experience in incident and problem management, including root cause analyses and preventive strategies. Exceptional stakeholder management and communication skills, with the ability to drive alignment across Customer Care, Support, and Engineering teams.

About the job

Your primary responsibility will be to manage the comprehensive support operating model, ensuring seamless coordination between Customer Care (L1), Support Engineering (L2/L3), and Engineering Squads (L4). Your mission is to cultivate a high-performance, metrics-oriented support organization that collaborates effectively with tribes and squads, breaking down silos and ensuring complete accountability for platform reliability and customer satisfaction.

You will report directly to the VP of Engineering.

Key Responsibilities:

1) Lead and develop a high-performing distributed team:

Oversee and mentor a team of ~12 L2/L3 Support Engineers, focusing on hiring, onboarding, coaching, performance management, and operational excellence.
Establish and maintain regular operational cadences, including daily triage, weekly KPI assessments, monthly operational reviews with tribe leadership, and quarterly improvement planning.

2) Own the support operating model, processes, and governance:

Manage the L1-L4 support structure: triage/routing, escalation procedures, SLAs/OLAs, severity levels, and communication protocols.
Drive cross-functional initiatives aimed at improving processes, tools, knowledge sharing, and automation, ensuring consistent execution across tribes.

3) Drive metrics, transparency, and continuous improvement:

Develop and implement an operational KPI system, along with dashboards and review processes; ensure visibility into service health, risks, and trends, including metrics such as time to first response, resolution time, SLA/OLA compliance, backlog management, escalation rates, and more.

4) Enhance observability, monitoring, runbooks, and operational readiness:

Improve alerting and monitoring quality and coverage, along with runbooks/playbooks in collaboration with Engineering/Platform teams.
Strengthen diagnostic processes and knowledge management to minimize repetitive issues and expedite L4 resolutions.

5) Foster stakeholder management and alignment across tribes/squads:

Collaborate with Tribe leadership, Engineering Managers, Tech Leads, and Customer-facing teams to align priorities and implement improvements.
Ensure that Support Engineering and Squads function in synchronized harmony, promoting shared accountability and reducing friction between L2/L3 and L4.

About EcoVadis

Join the movement for a sustainable future!EcoVadis is the premier provider of business sustainability ratings. Our solutions are supported by a global team of experts and advanced technology. We analyze data and create sustainability scorecards that provide companies with actionable insights into their environmental, social, and ethical risks. Why work at EcoVadis? Be part of the global shift towards sustainability in business. Advance your career. Collaborate with exceptional individuals. Experience recognition for your contributions. Discover more about our team and culture on the EcoVadis careers page.

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