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

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.

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.

Manager, Level 2 Technical Support

Key skills