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
Customer & Stakeholder Engagement
Operations & Documentation
What You Bring To The Table
Experience
Technical Proficiency
Leadership & Communication
Operational Excellence
Logistics
What Makes You Stand Out
How We Will Support You
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:
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.
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