L2 Customer Support Manager - Joining Bonus up to 55Mil

ELCA · Ho Chi Minh City

Your responsibilities

Directly report to Engineering Lead in Switzerland and Business Operations Lead in Vietnam
Collaborate closely with Engineering, Product, and Customer Success teams to align on support quality, incident management, and customer experience goals
Define and lead the Customer Support strategy across all engineering teams, ensuring best practices are consistently implemented
Lead and oversee the end-to-end L2 Application Support function (24/7 coverage), ensuring high availability, stability, and proactive risk mitigation across all platforms through cross-functional collaboration
Act as Incident Manager for critical incidents (P0/P1), leading crisis response, stakeholder coordination, and post-mortem analysis with a strong customer-first mindset
Drive continuous improvement in support processes (SOPs), knowledge management, and tooling
Define, monitor, and report on support KPIs and SLAs, providing actionable insights to leadership and improving overall performance
Lead, mentor, and develop a global team of 20 support engineers, fostering a high-performance culture
Establish structured training programs and learning paths to enhance both technical expertise and soft skills within the team
Promote a culture of ownership, accountability, and operational excellence within the support organization

Your qualifications

Bachelor’s degree in Computer Science, Telecommunication or related
Proven experience of 10+ years in the IT field, including 5+ years in Technical Support leadership roles, ideally within a large engineering team
Ability to translate technical findings into clear business impact, enabling effective communication with non-technical stakeholders
Strong problem-solving skills, with ability to collaborate with technical teams to investigate and resolve complex incidents
Strong experience in SLA management, support metrics, and KPI-driven performance improvement
Experience with ITSM tools (e.g., Zendesk, Salesforce, ServiceNow)
Familiarity with ITIL or similar Incident/Problem Management frameworks
Excellent communication and stakeholder management skills, with professional English proficiency
Good knowledge of call center operations and support quality frameworks

Nice to have

Good knowledge of SRE (Site Reliability Engineering) concepts, automation practices, modern monitoring tools, or AI-driven support
Experience supporting large-scale, high-traffic systems or live events
Familiarity with Agile, SAFe, or hybrid delivery methodologies
Knowing French is a strong plus

Why you'll love working here