Application Support Manager (SaaS Operations)

TL;DR

Application Support Manager (SaaS Operations): Leading and scaling the L2/L3 Support Engineering function across four tribes, managing a distributed team of ~12 Support Engineers. Focus on driving a high-performing, metrics-driven support organization, improving observability, and ensuring seamless alignment between Customer Care and Engineering Squads.

Location: Hybrid in Warsaw (4 days per month in the office) / Remote from Poland

Company

hirify.global is the leading provider of business sustainability ratings.

What you will do

• Lead and develop a high-performing distributed team of ~12 L2/L3 Support Engineers, including hiring, onboarding, coaching, and performance management.
• Own the L1–L4 support model, including triage/routing, escalation paths, SLAs/OLAs, severities, and communications.
• Drive cross-functional improvements in process, tooling, and knowledge management, ensuring consistent execution across tribes.
• Build and run an operational KPI system and dashboards to ensure leadership visibility into service health, risks, and trends.
• Improve observability by enhancing alerting/monitoring quality and coverage, and strengthen diagnostics and knowledge management.
• Partner with Tribe leadership, Engineering Managers, and Customer-facing teams to align priorities and execute improvements.

Requirements

• 8+ years of experience in Support Engineering / Application Support / SaaS Operations, with 3+ years of leading support across distributed, multi-cultural teams.
• Proven experience designing and implementing L1–L4 support operating models, including standardized triage/routing and measurable improvements in observability/monitoring.
• Strong track record of improving operational KPIs, including time to first response, resolution time, and SLA/OLA compliance.
• Strong incident and problem management experience, including RCAs and prevention loops.
• Excellent stakeholder management and communication skills to drive alignment across Customer Care, Support, and Engineering tribes/squads.
• Offer only for candidates eligible to work and live in Poland

Nice to have

• Experience with Salesforce, Jira, and Azure DevOps.
• Experience with distributed Microsoft/.NET and/or Azure-based microservice environments.

Culture & Benefits

• Support with necessary office and IT equipment.
• Flexible working hours.
• Wellness allowance for mental and physical wellbeing.
• Access to professional mental health support.
• Learning and development opportunities.
• Hybrid work organization and remote work from abroad policy.