Assistant Technical Support Manager - 7620

Cambridge University Press; Makati; Hybrid; PHP 413,000 - 558,000; Full time

Benefits offered by this job

HMO Coverage

Life Insurance

Paid annual leaves

Retirement package

Career growth

Well-being programs

Hybrid work arrangement

Diverse collaboration

Job summary

Cambridge University Press & Assessment in Manila is hiring an Assistant Technical Support Manager to lead the resolution of global technical issues on CUPA digital products. You will guide investigations, coordinate with internal teams and customers, and provide leadership to a high‑performing support team.

The role requires strong technical fluency, proven experience in technical support, and excellent communication.

Qualifications

• Proven experience in a technical support role with IT troubleshooting.
• Experience with ticketing systems (e.g., Zendesk) and coaching.
• Strong analytical and problem‑solving skills to identify trends and root causes.
• Excellent communication, presentation, and influencing abilities across teams.

Responsibilities

• Oversee 24/7 investigations and ensure timely issue resolution.
• Lead issue reviews, identify trends, and decide on next steps and escalations.
• Define issue nature, update Knowledge Base, and interface between internal teams and customers.
• Review product FAQs and contribute to support‑driven product improvements.
• Manage operations, resource planning, training, SLAs, and staff oversight.
• Act as lead contact for customers and stakeholders during critical incidents.

Skills

Technical support

Zendesk

Leadership

Communication

Problem solving

Coaching

Education

Relevant technical degree

Tools

Zendesk

Job description

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office at least two days a week to apply.

Work schedule: The team operates 24x7 so the applicants must be open to shifting schedules.

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of ₱37,000 - ₱50,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are recruiting for an Assistant Technical Support Manager who will be part of our combined Customer Support & Technical Support teams in Manila. The job holder will lead the resolution of global technical issues on CUPA digital products. Utilizing technical expertise and effective communication, you'll guide the investigation and resolution process while providing leadership in isolating complex problems. Your role also includes people management to ensure a high-performing team.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines -operating for over 22 years with 1,300+ colleagues- means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work® for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as an Assistant Technical Support Manager?

Reporting to the Technical Support Manager, you will be responsible for the continuous, 24/7 delivery of support activity within your assigned product area, working through teams based in multiple locations and combining hands‑on operational management with a wider strategic role in the department. Specifically, you will:

• Oversee technical investigations and ensure successful issue resolution for internal and external
• Lead the review of issues, identify trends, and make decision on next steps and escalations based on customer-reported
• Determine the nature of issues, update the Knowledge Base and Help Centre, and act as the key interface between internal teams, development, and customers.
• Participate in reviewing product FAQs, contribute to product design for support efficiency, and represent the global support team in project
• Handle operational management, resource planning, training delivery, service level reporting, and staff oversight.
• Serve as the lead contact for customers and stakeholders during critical issues, incident tracking, and

What makes you the ideal candidate for this role?

An ideal candidate brings proven training experience, strong technical fluency, and clear communication skills, matched with a collaborative and continuous‑improvement mindset. Specifically, they must demonstrate:

• Proven experience in a technical support role (or a relevant technical degree) with deep IT troubleshooting skills, ticketing system proficiency (like Zendesk), and the ability to coach
• Excellent analytical and problem‑solving skills to identify trends, isolate root causes, and produce performance reports against targets and
• Strong communication, presentation, and influencing skills to work effectively with customers, cross‑functional internal teams, and third‑party suppliers.
• Ability to multitask, manage short- and long‑term team workloads, oversee and mentor staff, and deliver training.
• A collaborative and proactive mindset that continuously seeks opportunities to improve systems, processes, and service
• Decisive leadership skills balanced with openness to feedback, accountability, and the ability to empower and inspire

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