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 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.
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.
In return for your expertise, we offer:
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!
Don’t fit all the criteria but still think you’d 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. We’re 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 team’s strength comes from everyone’s 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 unique. In 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).
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