Global SaaS Product Support Lead & Quality Champion

Integrated OS; Muntinlupa; Presencial; PHP 1 500 000 - 2 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Career growth

Work-life balance

Collaborative environment

Resumo da oferta

Integrated OS in the Philippines is seeking a Product Support Manager to lead L1–L2 support for the Chandler CX Platform and its services. You will manage queues, SLAs, and incidents, while building a capable support team and interfacing with Product Engineering and D&D on defects, releases, and client communications.

The role requires strong Azure/.NET troubleshooting, service management experience, and excellent English communication with Australian clients.

Qualificações

• 6+ years' experience in technical support, support management or software development, ideally on a SaaS or enterprise platform.
• 3+ years running a support service or help desk, including queues, SLAs, escalation and reporting.
• Ticketing tools: administering a platform such as Jira Service Management, Zendesk or Freshdesk.
• Process design: designing and documenting support processes and procedures, ideally aligned to ITIL.
• Troubleshooting: diagnosing production issues using logs and telemetry (e.g. Azure Application Insights), T-SQL and REST APIs.
• C#/.NET: hands-on development experience, enough to fix bugs and build small tools.
• Azure: working knowledge of App Insights, App Service, Functions, Service Bus, Data Factory, or Azure SQL.
• People leadership: demonstrated readiness to build and lead a team.
• Excellent written and spoken English, and confidence handling Australian clients, including difficult conversations.

Responsabilidades

• Own L1 and L2 product support for clients across all channels, escalating L3 issues.
• Manage queues, priorities and the support roster to meet SLAs across Australian business hours, then globally.
• Lead major incidents from triage to root-cause analysis and communicate with clients.
• Record cause codes consistently, including issues caused by client-supplied data.
• Oversee the product engineers to ensure incidents resolve within SLAs.
• Design, document and maintain support processes, procedures, standards and the knowledge base.
• Report on SLA performance, volumes and trends, and drive self-service content.
• Lead preparation for ISO 9001 certification.
• Investigate issues using logs, telemetry and SQL across the Azure-hosted platform.
• Contribute bug fixes, small improvements, and support tooling or automation.
• Plan support capacity and recruit, onboard, and develop team members.
• Collaborate with Product Engineering and the Product Manager on defects and releases.

Conhecimentos

Team leadership

Azure & .NET

Issue triage & root cause analysis

Incident management

Customer communications

SLA & metrics reporting

Troubleshooting with logs/telemetry

Ferramentas

Jira Service Management

Zendesk

Freshdesk

Descrição da oferta de emprego

Integrated OS in the Philippines is seeking a Product Support Manager to lead L1–L2 support for the Chandler CX Platform and its services. You will manage queues, SLAs, and incidents, while building a capable support team and interfacing with Product Engineering and D&D on defects, releases, and client communications.

The role requires strong Azure/.NET troubleshooting, service management experience, and excellent English communication with Australian clients.