Lead Product Support Engineer: Escalations & Impact

solaireresort; Parañaque; On-site; PHP 600,000 - 900,000; Full time

Job summary

Solaireresort is seeking a Supervisory Professional to lead Product Support Engineers handling customer-facing online platform issues. You will monitor cases, ensure timely responses, and guide engineers through initial analysis and troubleshooting.

The role requires strong communication, coordination, and documentation skills, with the ability to manage multiple cases and coordinate cross-functional teams and vendors when escalation is required.

Qualifications

• Professional experience in product support or related customer support operations.
• Experience supervising or guiding support staff.
• Experience handling customer-facing online platform issues.
• Understanding of support workflows and escalation management.
• Ability to perform initial issue analysis and coordinate troubleshooting.
• Strong communication and stakeholder management skills.
• Ability to manage multiple cases and follow through to resolution.
• Ability to work with technical and non-technical teams.

Responsibilities

• Supervise Product Support Engineers in handling customer-facing online product issues.
• Monitor support cases, progress, response quality, and follow-up actions.
• Guide Product Support Engineers in initial issue investigation, troubleshooting, and case documentation.
• Ensure support issues are prioritized, assigned, tracked, and resolved within timelines.
• Coordinate with Product Support Manager, product teams, engineering, QA, operations, and vendors for cross-functional support.
• Review support trends and provide feedback for product or process improvements.
• Assist in training and coaching Product Support Engineers on support handling, documentation, and issue analysis.
• Support preparation of regular issue summaries, escalation reports, and operational updates.

Skills

Supervisory experience

Customer support

Stakeholder management

Documentation

Job description

Solaireresort is seeking a Supervisory Professional to lead Product Support Engineers handling customer-facing online platform issues. You will monitor cases, ensure timely responses, and guide engineers through initial analysis and troubleshooting.

The role requires strong communication, coordination, and documentation skills, with the ability to manage multiple cases and coordinate cross-functional teams and vendors when escalation is required.