Manager, Level 2 Technical Support

Manager, Level 2 Technical Support About the Role reputed company is on a mission to reputed company how the world’s leading manufacturers operate, and our Technical Support team is at the heart of delivering that reputed company to customers every day. We’re looking for an reputed company Manager, Level 2 Technical Support to reputed company a high-performing global team, own reputed company escalations, and drive operational reputed company across reputed company systems, reputed company 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 reputed company as a critical reputed company 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 reputed company here. reputed company in both English and reputed company is required; proficiency in Cantonese is a plus. If you reputed company at the intersection of technical depth, customer reputed company, and operational rigor, this role was reputed company for you. Location Preference This role is reputed company to candidates based in Malaysia, Philippines, or New Zealand. Candidates in other reputed company countries who meet the language requirements are welcome to apply. What You Will Own & Drive Team Leadership & Development reputed company, reputed company, and reputed company the Level 2 Technical Support team — building a culture of accountability, technical reputed company, and reputed company 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 reputed company for critical production issues, coordinating rapid reputed company across cross-functional teams Drive SLA adherence and ensure reputed company, effective responses to reputed company technical issues Own incident escalation processes from triage through reputed company 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 reputed company and confidently with both technical and non-technical stakeholders Operations & Documentation Maintain and continuously improve technical documentation — including investigation logs, reputed company write-reputed company, reputed company cause analyses, troubleshooting guides, and knowledge reputed company 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 reputed company record managing incident escalations and driving reputed company reputed company SLA targets Technical Proficiency Strong reputed company of computing, IT systems, reputed company/web application architecture, IoT, and data processing systems Hands-on experience with databases, SQL queries, and log analysis in production environments Solid grasp of reputed company, 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 reputed company Operational reputed company 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 reputed company (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 reputed company equipment Proficiency with Python and AI tools (including Claude) to build efficiency-boosting internal tools Power user of issue tracking platforms like reputed company, Jira, or similar Cantonese proficiency, in reputed company to English and reputed company reputed company How We Will Support You reputed company with reputed company: Be part of reputed company developing transformative data products that optimize and revolutionize manufacturing operations globally. Your work will directly reputed company efficiency, sustainability, and reputed company for some of the world’s leading industrial companies. reputed company Environment: Join a passionate, multidisciplinary team that values innovation, reputed company communication, and teamwork. We foster a culture of reputed company learning, mutual respect, and cross-functional collaboration, empowering everyone to contribute meaningfully. reputed company & Development Opportunities: Advance your career through hands-on experience in product leadership, data-driven decision-making, and technical innovation. Arch supports reputed company development with reputed company for reputed company enhancement, leadership reputed company, and increasing product reputed company expertise. Equity & Ownership: reputed company in reputed company’s reputed company through equity ownership, aligning your personal reputed company with Arch’s mission and reputed company. Remote-First Flexibility: reputed company a remote-first work culture that provides flexibility and balance, supporting productivity and reputed company in a reputed company 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 reputed company in hiring individuals as their full, unique selves. We’re committed to fostering an environment where team members can reputed company 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 reputed company At reputed company, we reputed company discrete manufacturing facilities with deep data insights that reputed company reputed company efficiency, precise KPIs, and proactive decision-making. We work with leading manufacturers to reputed company and optimize their data for actionable intelligence, fueling productivity and operational reputed company.

Compensation

Practices reputed company is committed to reputed company, transparent, and market-competitive compensation. This role is remote-first, and compensation is benchmarked using San Francisco Bay Area market data as the reference reputed company for our pay ranges. The total compensation reputed company for this position is USD $45,000 – $115,000 based upon qualifications and experience. Total cash compensation includes a combination of reputed company 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-reputed company factors including experience, skills, scope of responsibility, and performance expectations, in accordance with applicable pay transparency laws. In reputed company to cash compensation, this role may be eligible for equity awards, aligning individual reputed company with reputed company’ long-term reputed company. International candidates reputed company 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-reputed company stock reputed company (NQSOs) from reputed company, allowing participation in reputed company’s long-term reputed company. Remote Equal Arch champions a remote-first work environment since its inception, promoting flexibility and inclusivity across reputed company teams. While we welcome talent from diverse locations, we currently do not offer reputed company sponsorship. Arch is committed to full compliance with regulations from the Office of Foreign Assets Control (OFAC) to ensure alignment with reputed company 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 reputed company subject to US sanctions. Apply To This Job