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Open nowPosted 196 days ago

L2 Customer Support Manager - Joining Bonus Up to 55Mil

ELCA Global64 open roles

Where
Ho Chi Minh, Viet Nam
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Your applicationOpen nowL2 Customer Support Manager - Joining Bonus Up to 55MilELCA Global · Ho Chi Minh, Viet Nam

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  2. CV RocketCV written for this posting.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. ELCA Global postings stay open a median of 8 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 196 days ago

ELCA Global median: 8 days open

The posting

Job Description

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

  • Professional European-based compan
  • Attractive salary
  • Performance bonus of up to 4 months‘ salary
  • Opportunities for travel to Europe
  • Hybrid home/office working model
  • Flexible working time
  • Structured training and development roadmap
  • Good work-life balanc
  • Premium healthcare insurance
  • Loyalty programs
  • Well-being activities
  • Annual company trips and team-building events
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