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.

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 improvement - Mentor engineers on troubleshooting methodology, customer communication, and support best practices - Foster collaboration across a globally distributed team spanning Asia and the Americas - Escalation & Incident Management - 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 - Customer & Stakeholder Engagement - Respond to customer inquiries across ticketing systems, live sessions, and phone support - Partner closely with Level 3 Support, Technical Account Managers, Account Managers, and Applications Engineers to deliver a world-class support experience - Communicate 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 articles - Identify 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 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 - Technical Proficiency - 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 - Leadership & Communication - 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 - Operational Excellence - Experience building and improving support processes, documentation frameworks, and knowledge bases - Strong analytical instincts and composure under pressure

Logistics

- Willingness to travel internationally for training, company summits, and customer site visits (up to 10%) - Availability to participate in on-call rotation for critical incident response; on-call responsibilities are distributed across the global team

What Makes You Stand Out

- Experience with networking systems and protocols (HTTP, MQTT, etc.) - Domain knowledge in electronics/discrete manufacturing or factory equipment - Proficiency with Python and AI tools (including Claude) to build efficiency-boosting internal tools - Power user of issue tracking platforms like Zendesk, Jira, or similar - Cantonese proficiency, in addition to English and Mandarin fluency

How We Will Support You

- Innovate with Impact: Be part of a team developing transformative data products that optimize and revolutionize manufacturing operations globally. Your work will directly impact efficiency, sustainability, and growth for some of the world’s leading industrial companies. - Collaborative Environment: Join a passionate, multidisciplinary team that values innovation, open communication, and teamwork. We foster a culture of continuous learning, mutual respect, and cross-functional collaboration, empowering everyone to contribute meaningfully. - Growth & Development Opportunities: Advance your career through hands-on experience in product leadership, data-driven decision-making, and technical innovation. Arch supports professional development with pathways for skill enhancement, leadership growth, and increasing product vision expertise. - Equity & Ownership: Share in the company’s success through equity ownership, aligning your personal success with Arch Systems’ 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.