Position Summary
The Manager of Technical Support oversees our APAC Technical Support Engineers in both tactical operations and strategic longer-term initiatives. The manager supervises team members while guiding and developing them to meet their goals. The Manager continuously innovates to improve customer and employee satisfaction. The position suits someone who can drive a world class partner support in an increasingly fast paced environment whilst delivering servant leadership to a growing team. Continuously improving the partner experience by delivering exceptional cross team communication and clear goal setting for the Support team.
This role will be based in our office in Makati, Manila, working a night shift (10:00pm - 8:00am). Employees are required to attend the office 5 days/week.
Applicants will be reviewed January, 2026.
Essential Responsibilities (includes, But Is Not Limited To)
- Managing a team of Technical Support Engineers throughout the employee cycle (e.g., interviewing, hiring, onboarding, conducting monthly 1:1's, mentoring, developing, reviewing performance, etc.)
- Act as a point of escalation for all external/internal points of customer service through inbound calls and ServiceNow tickets, ensuring the team responds in a timely manner and in line with the set SLAs.
- Analyse and report on case completion and SLAs, identifying areas of continuous improvement and opportunity for streamlining processes.
- Driving the Support teams performance to meet business objectives (e.g., setting team goals and sharing back with team, measuring team performance, soliciting feedback from internal stakeholders, etc.)
- Drive your own personal development and performance improvements by participating in learning paths, taking part in Pax8 L&D programmes, receiving peer or manager coaching, taking on stretch projects or on the job training.
Ideal Skills, Experience, And Competencies
- At least two (3) years experience leading teams preferred
- Solid understanding of the processes and procedures of Technical Support departments.
- Previous experience with ServiceNow would be advantageous
- Ability to delegate and direct work.
- Highly organized and detail-oriented with an ability to prioritize and handle multiple tasks and projects simultaneously.
- Ability to grasp complex ideas and change direction quickly in a fast-paced environment.
- Excellent verbal and written communication skills with the ability to communicate at all levels.
Why join Pax8
Well here are a few points of how we value our greatest assets:
- At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year! AND YES, the 2 weeks are available from your first day!
- In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens, and also for tax time too!
- Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey!
- Connecting with our community is important which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.
