Application Support Manager (Support Engineering, L2/L3)

📋 Description

• Lead a distributed team of ~12 L2/L3 Support Engineers across four regions.
• Establish cadences: triage, KPI reviews, ops reviews, quarterly roadmap.
• Own L1–L4 support model: triage, escalation, SLAs/OLAs, severities.
• Drive cross-functional improvements in process, tooling, knowledge, and automation.
• Build KPI dashboards; surface service health, risks, and trends.
• Improve observability and runbooks; strengthen diagnostics.

🎯 Requirements

• 8+ years in Support Eng / SaaS Ops; 3+ years leading distributed teams.
• Design L1–L4 support operating models; triage and routing.
• Proven KPI improvements: time to first response, resolution, SLA/OLA.
• Strong incident and problem management with RCAs and prevention.
• Excellent stakeholder management across Customer Care, Support, and Engineering.
• Nice to have: Salesforce, Jira, Azure DevOps, Microsoft .NET.

🎁 Benefits

• Hybrid in Warsaw (4 days/month in office) / Remote from Poland
• Contract of Employment
• Flexible working hours
• Wellness and mental health support
• Learning and development opportunities
• Employee perks: Multisport, lunch card, more