Technical Support Manager

1 day ago

Legazpi, Bicol, Philippines 7c7e3498-946f-4200-9bb8-e285cad1a13b Full time ₱90,000 - ₱120,000 per year
About the Role

Ready to lead a high-performing support team and elevate client satisfaction across a broad industrial IoT product range? Join our innovative team as a Technical Support Manager — a role designed for a technically skilled and adaptable leader passionate about solving problems, building great teams, and making an impact through world-class customer support.

You'll collaborate closely with clients across industries such as LPG, diesel, water, and fertilizer management. Your mission: ensure every client receives timely, effective, and expert-level assistance while continuously improving support processes and technical solutions.


Key Responsibilities
  • Cross-Functional Support Leadership: Lead and manage a team that delivers consistent, high-quality support to clients across LPG, diesel, water, and fertilizer applications, ensuring smooth performance of internal integration solutions.
  • Technical Escalation & Problem-Solving: Act as the main escalation point for complex technical issues. Lead troubleshooting efforts and collaborate with engineering teams to develop solutions involving telemetry, sensor integrations, and asset connectivity.
  • Process Development & Optimization: Design, implement, and continuously improve support processes that cater to the distinct needs of each industry. Maintain comprehensive, application-specific documentation covering everything from asset monitoring to remote water-level management.
  • Customer Feedback & Product Improvement: Serve as the liaison between clients and product teams, transforming customer feedback into actionable insights that drive product innovation and enhancement.
  • Data-Driven Support Improvement: Track, analyze, and interpret support performance metrics — including customer satisfaction, response times, and resolution efficiency — to optimize service delivery and maintain a consistently high-quality customer experience.
Qualifications

Experience

  • 3–5 years of technical support experience, including at least 1–2 years in a leadership or supervisory role.
  • Background in IoT, SaaS, or industrial monitoring systems preferred.

Technical Expertise

  • Strong troubleshooting skills for IoT and telemetry technologies.
  • Experience with sensor-based and asset-monitoring solutions — both fixed (e.g., LPG tanks) and mobile (e.g., water tanks).

Industry Knowledge

  • Ability to quickly understand diverse sectors like agriculture, energy, and water management.

Leadership & Communication

  • Proven success in leading and developing support teams.
  • Excellent English communication skills and the ability to translate complex technical topics into simple client-facing explanations.

Tools & Systems

  • Proficient in CRM/support platforms such as Zendesk, Freshdesk, or similar ticketing tools.

Preferred Qualifications
  • Experience in industrial sectors such as energy (LPG/diesel), agriculture (fertilizer/water), or other IoT applications.
  • Familiarity with telemetry systems and remote monitoring.
  • Strong documentation and process-development background.

Why Join Us?

  • Healthy, supportive, and conducive work environment (Great Place to Work Certified for three consecutive years)
  • Work with an innovative company delivering cutting-edge solutions across multiple industries
  • Lead a team in a fast-paced, high-growth environment
  • Competitive salary with opportunities for career advancement
  • Collaborative, forward-thinking work culture
  • 21 leave credits plus all client-based holidays
  • HMO coverage with dependent benefits
  • Exposure to world-class leadership from both local and international supervisors

Ready to take your career to the next level? Apply now

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