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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.
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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.
,[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., 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., 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, 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., 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. Requirements: