L2 Support Lead

Job description

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 escalate it immediately in the appropriate tech channel — which squad or person picks it up depends on the issue. 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 escalate 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. 🧩 Who we are looking for Technical skills You do not need to be a developer, but you need solid troubleshooting instincts for enterprise applications: methodical diagnosis of web and desktop application issues: reproducing reliably, isolating variables, reading logs and browser DevTools comfort with the enterprise environment our clients run: SSO and identity basics (SAML, OAuth, Azure AD / Entra ID), browsers and extensions, proxies and firewalls, and how they break applications experience configuring ticketing tools (workflows, queues, tags, automations) at ease reading a monitoring dashboard (e.g. Datadog) or analytics tool (e.g. Mixpanel), and following an incident in a ticketing tool like Linear understanding of GenAI assistants and what conditions their behavior (APIs, capabilities, configuration) Soft skills Rigor and diagnostic sense: you do not let go of a symptom until you have isolated the cause Coaching mindset: you enjoy making other people autonomous, not being the hero of every ticket Client posture: you write clearly, keep commitments, and de-escalate tense situations Ownership: escalating is never offloading; you stay accountable until closure Metrics comfort: SLAs, CSAT and reporting are how you steer, not paperwork Experience 3 to 5 years in B2B SaaS technical support (level 2/3), support operations or a similar client-facing technical role a first experience training or supervising agents, a vendor or an outsourced team is a strong plus fluent French and English (international clients and an English-speaking vendor team) ⚙️ The environment you will work with Ticket management by squad in Linear, from triage to resolution. Support operations through internal runbooks, troubleshooting guides, and escalation paths. User access management with Client Hub (our internal admin console for managing client users and licenses), including group provisioning, permissions, and license assignment. Product telemetry analysis using a product analytics tool (Mixpanel) and, increasingly, a monitoring dashboard (Datadog) to investigate usage patterns, errors, and support trends. Support for Mendo's core products: the Mendo Browser Extension and Mendo Windows Desktop Application . Enterprise environment troubleshooting , including SSO, identity providers, network restrictions, and security policies. Support team enablement , helping shape processes, documentation, and best practices across the organization. Outcome: You become the go-to expert for how a Mendo support case is triaged, investigated, escalated, and resolved from start to finish. 📈 What we offer A role with a clear trajectory: own L2, then scale yourself through the vendor Direct impact: you improve the experience of tens of thousands of users at the largest enterprises Equity: a stake in a fast-growing scale-up Flexibility: hybrid, 2 days on site / 3 days remote A demanding and kind culture, aligned with our values: Learning, Innovation, Excellence, Kindness 🌟 Why this role is unique This is a role we first ran internally, hands on, before deciding to make it a real job. You arrive on a real need, already framed, with existing processes to take over and improve, and full latitude to make it your signature. And it has a built-in growth path: the better you coach the vendor, the more your job shifts from solving tickets to designing the support system itself. 🚀 About Mendo At Mendo, we pair a passion for technology with high standards for learning. Our mission: make GenAI accessible and genuinely useful for every enterprise, every team and every employee, right in the flow of work. 📮 How to apply Send us your CV and a few lines about the trickiest ticket you ever solved. No formatted cover letter needed: tell us why building a level 2 function, then teaching it to others, motivates you. Process: first call (30 min), fit and skills interview, live case on a real support scenario, then a meeting with the founders.