Application Support Manager (SaaS)

TL;DR

Application Support Manager (SaaS): Leading and scaling the L2/L3 Support Engineering function for a sustainability ratings platform with an accent on operational rigor and L1-L4 alignment. Focus on designing support operating models, improving observability, and driving KPI-based performance across distributed teams.

Location: Must be eligible to work and live in Poland. Hybrid in Warsaw (4 days per month in the office) or Remote from Poland.

Company

hirify.global is the leading provider of business sustainability ratings, analyzing data to provide actionable insights into environmental, social, and ethical risks.

What you will do

• Lead, coach, and develop a distributed team of ~12 L2/L3 Support Engineers across multiple time zones.
• Design and own the L1-L4 support operating model, including triage, routing, escalation paths, and SLA/OLA management.
• Build and maintain an operational KPI system and dashboards to ensure visibility into service health and trends.
• Improve system observability, alerting quality, and the creation of runbooks/playbooks in collaboration with Engineering.
• Partner with Tribe leadership, Product, and Customer Care to align priorities and eliminate silos.

Requirements

• 8+ years of experience in Support Engineering, Application Support, or SaaS Operations (complex web + APIs).
• 3+ years of experience leading support and driving performance in distributed, multi-cultural teams.
• Proven track record of implementing L1-L4 support models and improving operational KPIs.
• Strong experience in incident and problem management, including conducting RCAs.
• Must be legally eligible to work and live in Poland.
• Excellent stakeholder management and communication skills.

Nice to have

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

Culture & Benefits

• Hybrid work organization with a remote work from abroad policy.
• Flexible working hours and internet/electricity bill allowance.
• Wellness allowance, professional mental health support, and health/life insurance.
• Learning and development opportunities and a peer recognition program.
• Multisport card, Lunch card, and Multikafeteria.
• Additional day for community service and volunteering.