Manager, Level 2 Technical Support

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 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'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.

Application Process

Please submit resumes in English. We encourage passionate applicants to apply, even if they don't meet every qualification. At Arch, we value authenticity and believe in hiring individuals as their full, unique selves. We're committed to fostering an environment where team members can leverage their strengths while continuously learning and growing. Don't let imposter syndrome hold you back—if you're excited about this opportunity, we'd love to hear from you!

About Arch Systems

At Arch Systems, we empower discrete manufacturing facilities with deep data insights that enable optimal efficiency, precise KPIs, and proactive decision-making. We work with leading manufacturers to integrate and optimize their data for actionable intelligence, fueling productivity and operational excellence.

Compensation Practices

Arch Systems is committed to equitable, transparent, and market-competitive compensation. This role is remote-first, and compensation is benchmarked using San Francisco Bay Area market data as the reference point for our pay ranges.

The total compensation range for this position is USD $45,000 – $115,000 based upon qualifications and experience. Total cash compensation includes a combination of base salary and a discretionary performance bonus.

For reference, approximate local market equivalents are:

Malaysia: RM 220,000 – 380,000

Philippines: ₱2,700,000 – 4,500,000

New Zealand: NZD $140,000 – 190,000

Final compensation is determined by job-related factors including experience, skills, scope of responsibility, and performance expectations, in accordance with applicable pay transparency laws.

In addition to cash compensation, this role may be eligible for equity awards, aligning individual impact with Arch Systems' long-term success.

International candidates hired through our approved global employment partners will receive regionally competitive benefits — including statutory leave compliance, health coverage, and benefits administered through our EOR provider — and are eligible for non-qualified stock options (NQSOs) from Arch Systems, allowing participation in the company's long-term success.

Remote Equal

Arch champions a remote-first work environment since its inception, promoting flexibility and inclusivity across all teams. While we welcome talent from diverse locations, we currently do not offer visa sponsorship.

Arch is committed to full compliance with regulations from the Office of Foreign Assets Control (OFAC) to ensure alignment with all applicable sanctions programs. This means we do not engage in transactions or employment practices that conflict with OFAC regulations, including the hiring of individuals residing in regions subject to US sanctions.