Technical Support Manager

Job Description

Technical Support Manager  (IoT or SaaS Experience)

Location :   Legazpi City, Albay (Onsite)

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.

Requirements

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.

Benefits

Benefits & Perks

Great Place to Work™ Certified for four consecutive years.

Competitive compensation package with statutory benefits and 13th-month pay.

Generous leave package :

16 vacation leaves

5 incentive leaves

Up to 10 additional Australian public holiday leaves (depending on client location)

Total : up to 31 paid leaves per year

HMO coverage for employee + dependent.

De minimis benefits and allowances upon regularization.

Relocation package or allowance for onsite work.

Cultural programs & monthly incentives for WFH employees (e.g., SM or Grab vouchers).

Work-life balance and client stability.

Quarterly mental health seminars and annual performance appraisals with merit increases.

Continuous career growth and skills enhancement opportunities , with direct exposure to both local and international leaders.

Requirements

Key Responsibilities Lead and manage end-to-end customer projects focused on telephony and contact center systems Serve as the primary point of contact between customers, technical teams, and stakeholders Oversee project planning, execution, timelines, and deliverables to ensure successful outcomes Provide technical guidance and confirm that solutions meet customer requirements Manage operational aspects in parallel with project delivery Drive effective communication, risk management, and timely problem resolution