Manager, Level 2 Technical Support

%HEADER_COMPANY_WEBSITE%%HEADER_EMPLOYEES%Manager, Level 2 Technical Support%LABEL_POSITION_TYPE_FULL_TIME%$45,000 – $115,000 / yearNew Zealand / Philippines / Kuala Lumpur, MY - %LABEL_POSITION_TYPE_REMOTE_ANY%%BREADCRUMB_JOB_OPENINGS%Manager, Level 2 Technical Support%BUTTON_APPLY_TO_POSITION%%BUTTON_APPLY_USING_INDEED%%BUTTON_APPLY_USING_LINKED_IN%Manager, Level 2 Technical Support About the Role Arch Systems is on a mission to transform how the world’s leading manufacturers operate, and our Technical Support team is at the heart of delivering that promise to customers every day. We’re looking for an experienced Manager, Level 2 Technical Support to lead a high-performing global team, own complex escalations, and drive operational excellence across factory systems, cloud applications, and machine data integrations. This isn’t a passive management role. You’ll be a technical leader who rolls up their sleeves to mentor Support Engineers, solve hard problems, and act as a critical bridge between our customers and our cross-functional teams including Engineering, Applications, and Technical Account Management. You’ll regularly engage with customers and teammates across Asia and the Americas, and the ability to communicate with confidence in both languages is essential to success here. Fluency in both English and Mandarin is required; proficiency in Cantonese is a plus. If you thrive at the intersection of technical depth, customer empathy, and operational rigor, this role was built for you. Location Preference 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. What You Will Own & Drive Team Leadership & Development Lead, coach, and develop the Level 2 Technical Support team — building a culture of accountability, technical excellence, and continuous improvementMentor engineers on troubleshooting methodology, customer communication, and support best practicesFoster collaboration across a globally distributed team spanning Asia and the AmericasEscalation & Incident ManagementServe as the primary escalation point for critical production issues, coordinating rapid resolution across cross-functional teamsDrive SLA adherence and ensure timely, effective responses to complex technical issuesOwn incident escalation processes from triage through root cause analysis and closure Customer & Stakeholder Engagement Respond to customer inquiries across ticketing systems, live sessions, and phone supportPartner closely with Level 3 Support, Technical Account Managers, Account Managers, and Applications Engineers to deliver a world-class support experienceCommunicate clearly and confidently with both technical and non-technical stakeholders Operations & Documentation Maintain and continuously improve technical documentation — including investigation logs, resolution write-ups, root cause analyses, troubleshooting guides, and knowledge base articlesIdentify patterns in escalations and drive systemic improvements to prevent recurrence What You Bring To The Table Experience 5+ years as a Level 2 or Level 3 Technical Support Engineer2+ years leading or mentoring a technical support team in a customer-facing environmentProven track record managing incident escalations and driving resolution within SLA targets Technical Proficiency Strong command of computing, IT systems, cloud/web application architecture, IoT, and data processing systemsHands-on experience with databases, SQL queries, and log analysis in production environmentsSolid grasp of security, availability, scalability, and performance design principles Leadership & Communication Exceptional interpersonal and stakeholder management skills — you can translate technical complexity for any audienceAbility to balance multiple competing priorities in a fast-paced, high-availability environmentCultural sensitivity and proven effectiveness collaborating with global...