SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.
Job Title: Technical Support Specialist Level 3
Who we are At SOTI, we are committed to delivering best-in-class mobile and IoT device management solutions. We are looking for out-of-the-box thinkers who appreciate the art of creating great software. To us, being visionary is more important than doing things the way they have always been done.
What we are looking forSOTI's continued growth and success are driven by innovation, an entrepreneurial mindset, and a commitment to delivering exceptional customer experiences. We are looking for an experienced Technical Support Specialist Level 3 who is passionate about technology, thrives on solving complex technical challenges, and enjoys working directly with customers and cross-functional teams.In this role, you will serve as a senior technical expert for SOTI's Enterprise Mobility Management solutions, providing advanced troubleshooting, mentoring junior team members, and driving the resolution of critical customer issues. If you have strong technical expertise, excellent analytical skills, and a customer-first mindset, this role offers the opportunity to make a significant impact while advancing your career with SOTI.
What's in it for you? The People - From our humble origins in our founder's basement to our industry-leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasises personal growth, continuous innovation and fun.
The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big! The Technology - You'll get the chance to work with leading-edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI's partners, which include leading tech giants that will keep you on the cusp of emerging technologies.
What you will do -
Provide expert-level technical support for SOTI's flagship Enterprise Mobility Management solution, MobiControl, resolving highly complex customer issues.Act as the highest level of technical escalation for critical customer incidents, ensuring timely resolution and excellent customer satisfaction.Manage technical escalations for enterprise and premium customers, maintaining clear communication throughout the support lifecycle.Deliver subject matter expertise on the implementation, deployment, configuration, and optimisation of SOTI software solutions.Perform advanced troubleshooting across mobile devices, operating systems, networking, and enterprise environments to identify and resolve complex issues.Mentor, coach, and provide technical guidance to Level 1 and Level 2 Technical Support Specialists, helping develop team capability.Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and customer resolutions.Collaborate with Product Management, Development, Quality Assurance, and Professional Services teams to identify product improvements, reproduce issues, and validate fixes.Assist with the rollout of new product features by contributing to internal training, documentation, and knowledge sharing.Participate in cross-functional projects and initiatives to improve support processes, customer experience, and operational efficiency.Perform additional duties and responsibilities as assigned by management.
Experience you will bring -
Degree in Computer Networking, Information Technology, Computer Science, or a related technical discipline preferred.Significant experience in a technical support or enterprise software support environment.Expert-level knowledge of SOTI MobiControl and enterprise mobility management solutions.Advanced understanding of mobile operating systems including Android, iOS, Windows CE, and Windows platforms.Strong knowledge of networking fundamentals, including the OSI model, TCP/IP, DNS, DHCP, VPNs, certificates, firewalls, and enterprise networking concepts.Excellent analytical and problem-solving skills with the ability to diagnose and resolve highly complex technical issues.Strong verbal and written communication skills, with the ability to communicate effectively with customers, technical teams, and senior stakeholders.Proven ability to manage multiple priorities in a fast-paced, customer-focused environment.A proactive, customer-focused approach with a commitment to continuous learning and technical excellence.Language Requirement: Bilingual - English: Professional and any other language: Vietnamese, Thai, Cantonese, Filipino, Japanese
If you want to bring your ideas to life, apply at SOTI today.
SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.
Job Title: Manager, Technical Support Who we are SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provides the tools organizations need to truly mobilize their operations and optimize their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organisation. At SOTI, we celebrate the uniqueness of our global teams and are proud to be an equal opportunity workplace. We are curious problem solvers who are committed to bringing the best mobile and IoT management solutions to the market. We offer careers with . What we are looking for As a Tech Support Manager, you will lead and develop a high-performing technical support team, ensuring exceptional customer experience and operational excellence. You bring a strong foundation in modern technologies, combined with proven leadership and problem-solving capabilities in a fast-paced environment. In this role, you will drive service quality, ensure SLA adherence, and continuously improve support processes while collaborating cross-functionally to deliver business outcomes. You are passionate about coaching teams, optimising performance, and resolving complex technical challenges. This is an opportunity to make a meaningful impact while growing your leadership career with SOTI. What's in it for you? The People - From our humble origins in our founder's basement to our industry-leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasizes personal growth, continuous innovation, and fun. The Growth - Our environment fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big! The Technology - You'll get the chance to work with leading-edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI's partners, which include leading tech giants that will keep you on the cusp of emerging technologies. What you will do - 1. Team Leadership and Operations Manage and lead Team Leads and Support Engineers (L1-L3), ensuring high performance and accountability across the team. Set goals, track performance, and handle coaching and feedbackHire, onboard, and train new team membersKeep team morale strong and reduce attrition 2. Customer Support Delivery Make sure cases, incidents, and escalations are handled within SLAAct as the final escalation point for critical or high-impact issuesImprove response time and resolution qualityDrive a strong customer experience, especially for enterprise clients 3. Incident and Escalation Management Own major incidents from start to closureCoordinate with engineering, product, and infra teams during outagesRun RCA (root cause analysis) and share learningsBuild processes to prevent repeat issues 4. Stakeholder Management Work closely with regional leadership in ANZPartner with Sales, Professional Services, and Product teamsCommunicate clearly with customers during incidents or escalationsRepresent support in leadership discussions 5. Process Improvement Identify gaps in support workflows and fix themBuild SOPs, playbooks, and escalation pathsImprove case handling efficiency and automationUse data to drive decisions 6. Metrics and Reporting Track key metrics like SLA, CSAT, resolution time, backlogShare weekly and monthly reports with leadershipUse insights to improve team performance 7. Knowledge Management Build and maintain an internal knowledge baseEnsure documentation is updated and easy to useEncourage the team to document fixes and learnings 8. Regional Alignment (ANZ Specific) Align support hours with ANZ business timingsUnderstand local customer expectations and compliance needsCoordinate with global teams for follow-the-sun supportShould be flexible to attend odd business hours, leadership, and escalation calls/meetings Skills Expected Strong technical troubleshooting backgroundPeople management and leadership skillsGood communication, especially with global stakeholdersExperience with tools like Salesforce, Jira, Power BI etc.Ability to handle pressure during outages Experience you will bring - Degree or Diploma in Computer Networking, Information Technology, Computer Science or a related technical field Minimum 3+ years of technical support management experience and 6+ years of experience as a technical support lead. Outstanding verbal and written communication skills in English Strong problem-solving abilities, Strong team player (i.e. flexible, hard-working, fast-learner, self-motivated, results-oriented) Knowledge of mobile computing space (Windows Mobile, iOS, Blackberry, and Android devices) Knowledge of software technologies, such as networking and databases Any prior experience working with mobile device management solutions is an asset Any experience with Microsoft SQL If you want to bring your ideas to life, apply at SOTI today.
