Manager, Level 2 Technical Support
A
Arch SystemsManufacturing Technology
This role is open to candidates based in Malaysia, Philippines, or New Zealand. Candidates in other APAC countries who meet the language requirements are welcome to apply., Distributed across Asia and the AmericasFull-TimeManager
Salary$45k - $110k / year
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Job Details
- Languages
- English, Mandarin
- Experience
- 5+ years as a Level 2 or Level 3 Technical Support Engineer; 2+ years leading or mentoring a technical support team
- Required Skills
- SQLIoTJiraTechnical supportZendesk
Requirements
- 5+ years as a Level 2 or Level 3 Technical Support Engineer
- 2+ years leading or mentoring a technical support team
- Fluency in English and Mandarin
- Strong command of cloud/web architecture, IoT, and data processing systems
- Hands-on experience with SQL databases and production log analysis
- Experience with security, scalability, and performance design principles
- Proven track record managing incident escalations
- Exceptional interpersonal and stakeholder management skills
Responsibilities
- Lead, coach, and develop the Level 2 Technical Support team
- Mentor engineers on troubleshooting, communication, and best practices
- Serve as primary escalation point for critical production issues
- Drive SLA adherence and manage incident resolution
- Respond to customer inquiries via tickets, live sessions, and phone
- Partner with cross-functional teams to deliver support experience
- Maintain technical documentation, troubleshooting guides, and knowledge base articles
- Identify escalation patterns to drive systemic improvements
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