Manager, Level 2 Technical Support

Manager, Level 2 Technical Support About the Role reputed company is on a mission to reputed company how the worlds leading manufacturers operate, and our Technical Support team is at the heart of delivering that reputed company to customers every day. Were 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 isnt a passive management role. Youll 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. Youll 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 reputed company 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-reputed company rotation for critical incident response; on-reputed company 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 compa