Manager, Level 2 Technical Support
New
A
Arch SystemsManufacturing Tech
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$45,000 – $115,000 / 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
- LeadershipSQLIoTTechnical support
Requirements
- 5+ years as a Level 2 or Level 3 Technical Support Engineer.
- 2+ years leading or mentoring a technical support team in a customer-facing environment.
- Fluent in both English and Mandarin.
- Strong command of computing, IT systems, cloud/web application architecture, IoT, and data processing systems.
- Hands-on experience with databases, SQL queries, and log analysis in production environments.
- Solid grasp of security, availability, scalability, and performance design principles.
- Exceptional interpersonal and stakeholder management skills.
- Ability to balance multiple competing priorities in a fast-paced environment.
- Willingness to travel internationally (up to 10%).
- Availability to participate in an on-call rotation.
Responsibilities
- Lead, coach, and develop the Level 2 Technical Support team with a focus on accountability and technical excellence.
- Mentor engineers on troubleshooting methodologies, customer communication, and support best practices.
- Serve as the primary escalation point for critical production issues, coordinating rapid resolution across cross-functional teams.
- Drive SLA adherence and ensure timely, effective responses to complex technical issues.
- Own incident escalation processes from triage through root cause analysis and closure.
- Maintain and improve technical documentation including logs, troubleshooting guides, and knowledge base articles.
- Identify patterns in escalations and drive systemic improvements to prevent recurrence.
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