Customer-Facing Product Support Engineer

Solaire Resort; Philippines; Presencial; PHP 320.000 - 520.000; Jornada completa

Descripción de la vacante

Solaire Resort is seeking a Product Support Engineer to handle daily customer-facing online product issues, perform initial investigations, and coordinate with engineering and QA teams to resolve complex cases. The role requires strong troubleshooting, communication, and documentation skills.

The candidate will monitor support cases, validate fixes, and maintain knowledge base materials, ensuring timely escalation for high-impact issues and adherence to defined workflows.

Formación

• Experience in product support, technical support, application support, customer support operations, QA support, or a related role.
• Understanding of web platforms, online services, application workflows, issue tracking, and support processes.
• Understanding of frontend and backend application behavior, including common user flow, error handling, login/session behavior, and data submission flow.

Responsabilidades

• Handle daily customer-facing online product issues and support requests.
• Perform initial issue investigation, troubleshooting, replication, and basic root cause analysis.
• Monitor assigned support cases and ensure timely follow-up until resolution or escalation.
• Escalate unresolved, recurring, high-impact, or complex cases to the Product Support Supervisor with complete information.
• Coordinate with Product Support teams, QA, engineering, operations, and vendor teams when required.
• Validate issue fixes and monitor post-resolution status as needed.
• Maintain accurate case records, troubleshooting steps, resolution notes, and support documentation.

Conocimientos

Customer support

Troubleshooting

Communication

Prioritization

Analytical thinking

Herramientas

Ticketing systems

Issue tracking tools

Descripción del empleo

Solaire Resort is seeking a Product Support Engineer to handle daily customer-facing online product issues, perform initial investigations, and coordinate with engineering and QA teams to resolve complex cases. The role requires strong troubleshooting, communication, and documentation skills.

The candidate will monitor support cases, validate fixes, and maintain knowledge base materials, ensuring timely escalation for high-impact issues and adherence to defined workflows.