Product Support Engineer

Bloomberry Resorts and Hotels Inc.; Naga; On-site; PHP 300,000 - 540,000; Full time

Job summary

Bloomberry Resorts and Hotels Inc. is seeking a proactive product support specialist to manage daily online product issues, perform initial investigations, and document detailed findings.

The role requires coordinating with QA, engineering, and operations to ensure timely resolutions and maintain knowledgebase materials. The ideal candidate will have experience in technical and product support across digital platforms, strong analytical skills, and the ability to work with cross-functional teams

Qualifications

• 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.

Responsibilities

• Handle daily customer-facing online product issues and support requests.
• Perform initial issue investigation, troubleshooting, replication, and basic root cause analysis.
• Collect and document issue details, user reports, screenshots, timestamps, and relevant system behavior.
• Monitor assigned support cases and ensure timely follow-up until resolution or escalation.
• Escalate unresolved, recurring, high-impact, or complex cases with complete information to supervisors.
• Coordinate with product, QA, engineering, operations, and vendor teams as needed.
• Validate fixes, confirm resolution with users, and monitor post-resolution status.

Skills

Product support

Technical support

Ticketing systems

API basics

Browser troubleshooting

SQL basics

Analytical thinking

Cross-functional collaboration

Job description

• Handle daily customer-facing online product issues and support requests.
• Perform initial issue investigation, troubleshooting, replication, and basic root cause analysis.
• Collect and document issue details, user reports, screenshots, timestamps, affected accounts,error messages, and relevant system behavior.
• Monitor assigned support cases and ensure timely follow-up until resolution or escalation.
• Escalate unresolved, recurring, high-impact, or complex cases to the Product SupportSupervisor with complete supporting information.
• Coordinate with Product Support Supervisor, Product Support Manager, QA, engineering,operations, and vendor teams when required.
• Validate issue fixes, confirm resolution with users or stakeholders, and monitor post-resolutionstatus when needed.
• Maintain accurate case records, troubleshooting steps, resolution notes, and supportdocumentation.
• Follow defined support workflows, escalation procedures, communication standards, andservice continuity practices.
• Assist in identifying recurring issues, user pain points, and product behavior that may requirefurther improvement.
• Support preparation of issue summaries, daily updates, and operational support reports.
• Help maintain troubleshooting guides, FAQs, known issue records, and support knowledgebase materials.

Other Qualifications

• Experience in product support, technical support, application support, customer supportoperations, QA support, or a related role.
• Understanding of web platforms, online services, application workflows, issue tracking, andsupport processes.
• Understanding of frontend and backend application behavior, including common user flow,error handling, login/session behavior, and data submission flow.
• Familiarity with browser troubleshooting tools, such as checking console errors, networkrequests, page loading issues, and basic browser compatibility behavior.
• Understanding of APIs, HTTP status codes, request/response behavior, and commonintegration-related issues.
• Ability to check and interpret basic system logs, error messages, timestamps, affected useraccounts, transaction IDs, request IDs, and other troubleshooting references.
• Basic SQL or database query knowledge is preferred for checking records, validating issuereports, and supporting initial investigation.
• Familiarity with ticketing systems, issue tracking tools, support dashboards, monitoring tools,or incident management workflows.
• Ability to perform initial troubleshooting, collect relevant issue information, replicate reportedissues, and document findings clearly.
• Ability to communicate effectively with users, business stakeholders, and technical teams.
• Good attention to detail, follow-through, and case tracking discipline.
• Ability to work under pressure and handle multiple support cases with proper prioritization.
• Good analytical and problem-solving skills.
• Willingness to support business-critical online product operations when required.

Requirements

• Experience supporting online gaming, casino systems, gaming platforms, fintech, payments,e-commerce, or other digital platforms.
• Experience using ticketing systems, issue tracking tools, support dashboards, monitoringtools, or incident management workflows.
• Experience working with product, engineering, QA, operations, customer support, and vendorteams.
• Basic understanding of APIs, logs, browser behavior, mobile or web application behavior, andcommon production support concepts.
• Experience preparing support documentation, troubleshooting notes, FAQs, issue summaries,or operational reports.