Manager, Level 2 Technical Support

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🕒 June 4

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Arch Systems

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

Artificial Intelligence • Manufacturing • SaaS

Arch Systems is a company that specializes in advanced AI-driven solutions for manufacturing. They provide products like GLO Process Insights and ArchFX, which transform manufacturing data into actionable insights to improve operational efficiency. With a focus on industries such as Aerospace & Defense, Automotive, and High Technology, they assist manufacturers in optimizing performance and reducing downtime through automated intelligence and digital twins. Their platform offers seamless integration and managed connectivity for global enterprises, providing 24/7 support and empowering teams with rich data insights.

📋 Description

• Lead, coach, and develop the Level 2 Technical Support team • Serve as the primary escalation point for critical production issues • Respond to customer inquiries across ticketing systems, live sessions, and phone support • Maintain and continuously improve technical documentation • Identify patterns in escalations and drive systemic improvements to prevent recurrence

🎯 Requirements

• 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 • 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 • 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.

🏖️ Benefits

• Innovative with Impact: Be part of a team developing transformative data products that optimize and revolutionize manufacturing operations globally. • Collaborative Environment: Join a passionate, multidisciplinary team that values innovation, open communication, and teamwork. • Growth & Development Opportunities: Advance your career through hands-on experience in product leadership, data-driven decision-making, and technical innovation. • 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.