Manager, Level 2 Technical Support

Responsibilities

• Lead, coach, and develop the Level 2 Technical Support team to build a culture of accountability and technical excellence
• Serve as the primary escalation point for critical production issues and coordinate rapid resolution
• Drive SLA adherence and manage incident escalation processes from triage through root cause analysis
• Respond to customer inquiries via ticketing systems, live sessions, and phone support
• Partner with Level 3 Support, Technical Account Managers, and Applications Engineers
• Maintain and improve technical documentation, including troubleshooting guides and knowledge base articles

Requirements

• 5+ years of experience as a Level 2 or Level 3 Technical Support Engineer
• 2+ years of experience leading or mentoring a technical support team
• Proven track record managing incident escalations within SLA targets
• Strong command of computing, IT systems, cloud/web application architecture, IoT, and data processing
• Hands-on experience with databases, SQL queries, and log analysis
• Fluency in both English and Mandarin is required
• Ability to participate in an on-call rotation
• Willingness to travel internationally up to 10%

Preferred Qualifications

• Proficiency in Cantonese
• Experience with networking systems and protocols such as HTTP and MQTT
• Domain knowledge in electronics, discrete manufacturing, or factory equipment
• Proficiency with Python and AI tools
• Experience with Zendesk or Jira

About the Company

Arch Systems empowers discrete manufacturing facilities with deep data insights that enable optimal efficiency, precise KPIs, and proactive decision-making.