Description and Requirements
About the Role
The L2 Manager leads technical escalation management, drives resolution cycles, and collaborates closely with global engineering, product, and quality teams. The role involves trend analysis, failure investigation, and developing technical capability across the support organization while driving service improvement initiatives.
Key Responsibilities
. Lead all customer and internal technical escalations and ensure closure within SLA.
. Identify and investigate high‑failure models or quality issues with engineering and quality teams.
. Conduct failure analysis (FA) and provide insights to global stakeholders.
. Drive technical projects under STAMP initiatives and cross‑functional improvement programs.
. Manage a team of L2 engineers and oversee daily operational performance.
. Strengthen readiness through knowledge updates, training programs, and mentoring.
. Support field readiness for new product introductions and technical enablement.
. Provide feedback to product and engineering teams to enhance serviceability and part usage optimization.
Requirements
. 7-12 years of technical support experience, including leadership in L2 operations.
. Strong expertise in Windows OS, security applications, networking concepts, and basic Linux operations.
. Proven ability in RCA, FA, and escalation ownership.
. Experience leading technical teams in enterprise or high‑volume environments.
. Strong communication, stakeholder management, and analytical skills.
. Experience with training and upskilling field service engineers preferred.
