L2 Support Lead

Join Mendo, a fast-growing scale-up focused on making GenAI accessible and useful for enterprises. As the L2 Support Lead, you will own level 2 support, coach our vendor, drive quality and SLAs, run the vendor relationship, and connect support to product. This is a unique opportunity to have a direct impact on the experience of tens of thousands of users at large enterprises, with a clear trajectory for growth.

• Assurer la résolution des problèmes de niveau 2 et prendre des décisions d'escalade.
• Former et encadrer le fournisseur pour qu'il prenne en charge la majorité des demandes de niveau 1 et 2.
• Suivre la qualité du service, les volumes et les délais de réponse, et produire des rapports mensuels.

⚙️ 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.

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📈 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

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🌟 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.

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🚀 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.

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📮 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.*