Application Support Manager - Mandarin Speaker - Cantonese is a plus

OpenText (Philippines), Inc.; Philippines; On-site; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Global exposure

Leadership role

Career growth

Job summary

OpenText (Philippines), Inc. is seeking a Manager, Technical Support to lead a Mandarin/Cantonese-speaking team serving our global clients.

You will oversee daily operations, coach staff, manage escalations, and drive exceptional client experiences in a fast-paced, multinational environment. You will collaborate with Product, Engineering, and Development teams to resolve issues, improve service delivery, and implement robust support processes.

Qualifications

• Proven experience leading Mandarin/Cantonese-speaking technical support teams.
• Experience managing client escalations and ensuring timely resolutions.
• Strong stakeholder management and cross-functional collaboration skills.

Responsibilities

• Lead Mandarin/Cantonese-speaking technical support teams to achieve service excellence.
• Oversee escalations and drive timely resolution of complex issues.
• Collaborate with Product, Engineering, and Development teams to improve service delivery and processes.

Skills

Mandarin language fluency

Cantonese language skills

People leadership

Client escalation management

Stakeholder management

Tools

Windows

Linux

Enterprise software experience

Job description

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:

We are looking for a Manager, Technical Support to lead a team of Mandarin/Cantonese-speaking technical support professionals serving our global clients. In this role, you will oversee daily support operations, coach and develop team members, manage escalations, and ensure an exceptional client experience. You will work closely with cross-functional teams to resolve complex technical issues and drive operational excellence. This is an excellent opportunity for a people-focused leader who enjoys managing technical teams in a fast-paced, global environment.

You are Great At:

• Leading and developing Mandarin/Cantonese -speaking Technical Support teams to achieve operational and service excellence.
• Managing client escalations and driving timely resolution of complex technical issues.
• Building strong relationships with clients and delivering a client-first support experience.
• Overseeing support operations, including workload management, issue prioritization, and policy compliance.
• Partnering with Product Management, Engineering, and Development teams to resolve critical issues and improve service delivery.
• Establishing and enhancing support processes and standard operating procedures.
• Hiring, coaching, mentoring, and developing high-performing technical support professionals.

What it Takes:

• Fluent Mandarin language skills with the ability to communicate effectively with Mandarin-speaking clients and team members. Cantonese is a plus.
• Previous experience managing or leading Mandarin/Cantonese -speaking technical support, service delivery, or IT support teams.
• Cantonese language skills are a strong advantage.
• Experience supporting or managing enterprise software applications and technical support environments.
• Strong understanding of Windows, Linux, networking concepts, and enterprise technology environments.
• Proven experience handling client escalations and working with senior stakeholders, including executive-level contacts.
• Excellent communication, people leadership, organizational, and stakeholder management skills.

  Preferred Qualifications:

  • Experience managing both Mandarin and Cantonese-speaking support teams.
  • Experience supporting global clients within a 24/7 technical support