Manager, Level 2 Technical Support
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Job Description
Manager, Level 2 Technical Support at Arch Systems leading global technical support teams and driving operational excellence in customer interactions and incident management.
Responsibilities:
- Lead, coach, and develop the Level 2 Technical Support team
- Serve as the primary escalation point for critical production issues
- Respond to customer inquiries across ticketing systems, live sessions, and phone support
- Maintain and continuously improve technical documentation
- Identify patterns in escalations and drive systemic improvements to prevent recurrence
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
- Proven track record managing incident escalations and driving resolution within SLA targets
- 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 — you can translate technical complexity for any audience
- Ability to balance multiple competing priorities in a fast-paced, high-availability environment
- Cultural sensitivity and proven effectiveness collaborating with global teams
- Excellent written and verbal communication in English and Mandarin.
Benefits:
- Innovative with Impact: Be part of a team developing transformative data products that optimize and revolutionize manufacturing operations globally.
- Collaborative Environment: Join a passionate, multidisciplinary team that values innovation, open communication, and teamwork.
- Growth & Development Opportunities: Advance your career through hands-on experience in product leadership, data-driven decision-making, and technical innovation.
- Equity & Ownership: Share in the company’s success through equity ownership, aligning your personal success with Arch’s mission and growth.
- Remote-First Flexibility: Embrace a remote-first work culture that provides flexibility and balance, supporting productivity and connection in a collaborative virtual environment.
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