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 responsibilities1) Lead and develop a high-performing distributed team<ul><li>Manage and coach ~12 L2/L3 Support Engineers including: hiring, onboarding, coaching, performance, and operational rigor.</li><li>Establish/own cadences such as: daily/regular triage, weekly KPI reviews, monthly ops reviews with tribe leadership, and a quarterly improvement roadmap.</li></ul>2) Own the support operating model, process, and governance<ul><li>Own the L1–L4 support model: triage/routing, escalation, SLAs/OLAs, severities and comms.</li><li>Drive cross-functional improvements (process, tooling, knowledge, automation) and ensure consistent execution across tribes.</li></ul>3) Drive metrics, transparency, and continuous improvement<ul><li>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</li></ul>4) Observability, monitoring, runbooks, and operational readiness<ul><li>Improve observability: alerting/monitoring quality &amp; coverage, and runbooks/playbooks (with Engineering/Platform).</li><li>Strengthen diagnostics and knowledge management to reduce repeat issues and accelerate L4 resolution.</li></ul>5) Stakeholder management and alignment across tribes/squads<ul><li>Partner with Tribe leadership, Engineering Managers, Tech Leads, Product, and Customer-facing teams to align priorities and execute improvements.</li><li>Ensure Support Engineering and Squads operate “in perfect harmony,” with shared accountability and minimal friction between L2/L3 and L4.  </li></ul>

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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. Key responsibilities1) Lead and develop a high-performing distributed team<ul><li>Manage and coach ~12 L2/L3 Support Engineers including: hiring, onboarding, coaching, performance, and operational rigor.</li><li>Establish/own cadences such as: daily/regular triage, weekly KPI reviews, monthly ops reviews with tribe leadership, and a quarterly improvement roadmap.</li></ul>2) Own the support operating model, process, and governance<ul><li>Own the L1–L4 support model: triage/routing, escalation, SLAs/OLAs, severities and comms.</li><li>Drive cross-functional improvements (process, tooling, knowledge, automation) and ensure consistent execution across tribes.</li></ul>3) Drive metrics, transparency, and continuous improvement<ul><li>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</li></ul>4) Observability, monitoring, runbooks, and operational readiness<ul><li>Improve observability: alerting/monitoring quality &amp; coverage, and runbooks/playbooks (with Engineering/Platform).</li><li>Strengthen diagnostics and knowledge management to reduce repeat issues and accelerate L4 resolution.</li></ul>5) Stakeholder management and alignment across tribes/squads<ul><li>Partner with Tribe leadership, Engineering Managers, Tech Leads, Product, and Customer-facing teams to align priorities and execute improvements.</li><li>Ensure Support Engineering and Squads operate “in perfect harmony,” with shared accountability and minimal friction between L2/L3 and L4.  </li></ul>

Application Support Manager (Support Engineering, L2/L3)

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EcoVadis

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