Application Support Manager (Support Engineering, L2/L3)

Application Support Manager to lead and scale our L2/L3 Support Engineering function across four tribes. 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. Own the end-to-end support operating model (L1–L4), drive cross-functional improvements, and deliver an metrics-driven, high-performing organization focused on platform reliability and customer outcomes. Key responsibilities include coaching and developing the team, establishing regular cadences (triage, KPI reviews, ops reviews, quarterly improvement roadmap), owning triage/routing, escalation paths, SLAs/OLAs, and drive improvements in observability, runbooks, and knowledge management. Build and run an operational KPI system with dashboards, ensuring leadership visibility into service health, risks, and trends. Improve observability (alerts, monitoring quality, runbooks) and ensure cross-tribe alignment with Engineering. Stakeholder management across Tribe leadership, Engineering Managers, Tech Leads, Product, and Customer-facing teams to ensure harmony between L2/L3 and L4. Requires 8+ years in Support Engineering / SaaS Operations with 3+ years leading distributed teams; proven experience designing L1–L4 operating models, incident and problem management (RCA, prevention loops), and strong communication skills. Location given as Hybrid in Warsaw, Poland (4 days per month in the office) / Remote from Poland. Contract of Employment with salary to be shared after assessment.