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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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.

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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