L2 Support Lead

Location: Paris, Châtelet, hybrid (2 days on site / 3 days remote)

Contract: Permanent, full time

Reports into: the Support function, working directly with the L3 Support Lead, our vendor’s Team Lead and the Technical Delivery Manager

The role in one sentence

You own Mendo’s level 2 support: you resolve what level 1 cannot, you decide what escalates to engineering, and you coach our vendor until their team handles the bulk of L1 and L2 on their own.

The problem we are handing you

Mendo serves 60+ enterprise clients (PwC Global, BDO, EY) and tens of thousands of users. Support is split into three levels: L1 handles basic how-to questions and user-side issues, L2 covers anything that can be fixed with our internal tools (configuration, access, data), and L3 is anything that requires action from another department, typically engineering. Level 1 is run by an external vendor (Concentrix), level 3 sits with engineering.

Until now, level 2 was carried internally by one of our engineers, on top of their actual job. It worked, but it does not scale: L2 deserves a full-time owner, and our engineering time belongs in the product. Meanwhile, our vendor has the capacity to take on much more than L1, if someone trains them, equips them and holds the quality bar.

Your role exists to close that gap twice over: own L2 today, and transfer more and more of it to the vendor tomorrow. You inherit real processes, real runbooks and a real backlog, not a blank page. What you build on top is yours.

Your missions

1. Own level 2 resolution and escalation decisions

You handle what level 1 escalates: investigation, configuration, data checks, and enough bug reproduction to gather the maximum useful information before handing off to L3. You define the L1 to L2 escalation criteria and guarantee case completeness. When an issue belongs to engineering, you file a documented ticket in Linear (our internal engineering issue tracker) with clean reproduction steps, and push it to L3, who takes it from there. You keep owning the client relationship until closure. You manage the L2 backlog: aging tickets, reopenings, nothing slips. And when an issue is urgent, you do not sit on it: you escal

2. Coach the vendor up to L2

This is the trajectory of the role: Concentrix should progressively absorb the bulk of L1 and L2. Concretely, you:

• direct Concentrix on which tools to use and how, and guide their day-to-day troubleshooting and reporting, in cooperation with L3
• train their agents on L2 issue patterns: what to investigate, what to capture, when to upscale
• supervise Concentrix’s creation of L1 and L2 documentation, and contribute directly to L2 documentation yourself when needed, alongside building the runbooks, escalation trees and macros that make L2 resolution repeatable without you
• review their L2-handled tickets, give structured feedback, and raise their autonomy quarter after quarter
• own the onboarding and product training of new vendor agents
• help write the specs of our internal support tools, with one goal: making fully autonomous L1 and L2 support possible
• flag recurring L3-level issues to the L3 Lead as candidates for feature or tooling work that would let L2 handle them directly in the future

Your success is measured by how much L2 volume no longer needs you.

3. Drive quality and SLAs

You track SLAs, volumes and backlog weekly. You run ticket QA (sampling, tone, accuracy), own the Customer Satisfaction score (CSAT) and satisfaction surveys, and produce the monthly support report: top drivers, trends, costs. You contribute to the continuous improvement plan to reduce inbound volume.

4. Run the vendor relationship

You lead the weekly and monthly business reviews with Concentrix, and contribute to capacity planning and contractual scope.

5. Connect support to product

You own the feature request and product feedback loop, and retest and confirm fixes with the client once engineering resolves them. Bug qualification and attribution in Linear stay with L3. You also actively follow and track product changes: every release is turned into support-ready knowledge, updated runbooks and a heads-up to the vendor before the change reaches clients.

The environment you will work with