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