L2 Support Lead

Role summary

L2 Support Lead is a contract role at Mendo.ai in Paris, Ile-de-France, France (hybrid). Posted 2026-08-31. Experience level: 2-5.

Job title

L2 Support Lead

Company

Mendo.ai

Location

Paris, Ile-de-France, France

Work arrangement

hybrid

Employment type

contract

Category

Logistics & Warehousing

Experience level

2-5

Date posted

2026-08-31

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 e