Application Support Manager (Support Engineering, L2/L3)
Core
Lead and scale the L2/L3 Support Engineering function for a global SaaS platform, managing a distributed team to ensure platform reliability and customer outcomes.
Role type
Senior Application Support Manager (L2/L3)
Builds
End-to-end support operating model, observability, and incident management for a business sustainability rating platform.
Domain
SaaS / Business Sustainability / Distributed Systems
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Distributed team leadership, L1–L4 support operating model design, incident and problem management, operational KPI management, stakeholder alignment, process governance, observability strategy, hiring and coaching
Preferred skills
Salesforce, Jira, Azure DevOps, Microsoft/.NET, Azure-based microservices
Technologies
Salesforce, Jira, Azure DevOps, .NET, Azure
Responsibilities
Manage and coach a distributed team of ~12 L2/L3 Support Engineers; Own the L1–L4 support operating model including triage, escalation, and SLAs; Build and run an operational KPI system and dashboards; Improve observability, alerting, and runbooks; Partner with Tribe leadership and Engineering Squads to align priorities.
Seniority
Senior, hands-on IC with management responsibilities
