Manager of Technical Support

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.

Be part of something bigger

Pax8 continues to expand across APAC, building a collaborative, people‑first culture where innovation and integrity guide how we work. Learn more about life at Pax8 through our stories on pax8.com and the Pax8 Blog.

Working arrangement At Pax8 APAC

We believe great work happens when people connect, collaborate, and grow together — so our teams are based in-office, with flexibility built in.

During your first 6 months, you'll be based in our Makati office to immerse yourself in the team, the culture, and your role.

After 6 months, you'll be eligible to request a hybrid arrangement of up to 2 days working from home each week, tailored to your role and team rhythm.

We're committed to being an employer of choice, and workplace flexibility is a core part of how we attract, support and retain great people.

*Please note that you will be working on a night shift schedule, from 10:00 pm to 6:00 am.

What you’ll be doing

• 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 team’s 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.

What you’ll bring

• 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.

What you’ll enjoy

• Competitive salary

• HMO coverage

• 20 days paid annual leave + 10 days bonus annual leave

• 10 days paid annual sick leave

• 13th‑month pay

• Access to LinkedIn Learning & Learning & Development tools and training opportunities

• Employee recognition programs

• Fun and engaging company events

Building trust in how we hire

At Pax8, we care deeply about building genuine, trust based relationships — starting with how we hire. To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change. By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you're applying as your authentic self, you have nothing to worry about — we're excited to meet you. We also use thoughtfully applied AI-enabled tools to support our hiring process. These tools may assist with tasks such as reviewing or prioritising applications, but hiring decisions are made by our people. More information is available in our Recruitment Privacy Notice. If you have questions about how we hire or would prefer not to have your application supported by these tools, you can opt out at any part of our process.

We welcome all backgrounds

We encourage you to apply even if you don't meet 100% of the criteria. We're committed to diverse perspectives, inclusive hiring and sharing your transferrable skills. To fulfil this role, you must hold valid right to work in the Philippines.

Your Pax8 office experience

Our Manila office provides a collaborative, engaging environment designed for connection, learning and high‑performance teamwork. Expect a modern workspace, community‑driven culture and the energy of a rapidly expanding global tech business.

Grow your career with unlimited runway

There's extensive room for a talented individual to grow at pace — whether that's advancing quickly in this role or exploring one of the many opportunities across our global organisation. You'll have access to our internal development hub designed to accelerate your skills and stretch your potential. Alongside specialist Learning & Development trainers, you'll also tap into AI powered tools, "born in the cloud" mentors, and cross continent collaboration that broaden your perspective and sharpen your expertise. We'll give you the space, trust, and the right projects to help you thrive — and full visibility of what it takes to reach your next level.

About Pax8

Our mission is to be the world's favourite place to buy cloud products. We are a fast-growing, dynamic, and high-energy organisation with a start-up feel, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and unconventional. We work hard, keep it fun, and expect the best! We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

Background checks

As part of our hiring process, we are required to undertake pre-employment checks on all candidates that are successful in their application with Pax8. As part of these checks Pax8 will request ID verification, reference requests and qualification checks (additional checks may be completed for certain countries, such as criminal and financial). All checks are completed by our third-party provider, First Advantage. Once checks have been completed all candidates will receive a copy for their records.

Equal opportunities

Pax8 are an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country you have applied for. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Privacy notice: https://www.pax8.com/en-us/terms/job-applicant-privacy-notice/