Product Support Engineer

Zohorecruit; Parañaque; On-site; PHP 279,000 - 469,000; Full time

Job summary

Zohorecruit is seeking a skilled Product/Technical Support specialist to handle daily customer-facing issues in our online/product ecosystem. You will investigate, troubleshoot, and document issues while coordinating with cross-functional teams to ensure timely resolutions.

The role requires clear communication, strong analytical skills, and the ability to manage multiple cases under pressure. You will help maintain guides and knowledge bases to improve product reliability.

Qualifications

• Experience in product support, technical support, or related roles.
• Understanding of web platforms, online services, and workflows.
• Knowledge of frontend and backend behavior and data submission flow.
• Familiarity with APIs, HTTP status codes, and integration issues.
• Ability to check logs, timestamps, and user accounts for troubleshooting.
• Basic SQL or database query knowledge preferred.
• Familiarity with ticketing systems and incident workflows.
• Excellent communication with users and technical teams.
• Attention to detail and ability to handle multiple cases.

Responsibilities

• Handle daily customer-facing online product issues and support requests.
• Perform initial investigation, troubleshooting, replication, and basic root cause analysis.
• Collect and document issue details, user reports, screenshots, timestamps, and error messages.
• Monitor assigned support cases and ensure timely follow-up until resolution or escalation.
• Escalate unresolved, recurring, high-impact, or complex cases with complete supporting information.
• Coordinate with Product Support Supervisor, Product Support Manager, QA, engineering, operations, and vendor teams.
• Validate issue fixes, confirm resolution with users, and monitor post-resolution status.
• Maintain accurate case records and knowledge base materials.
• Follow defined support workflows, escalation procedures, and service continuity practices.
• Assist in identifying recurring issues and suggesting product improvements.
• Prepare support documentation and daily operational reports.

Skills

Product support

Technical support

APIs

SQL basics

Ticketing systems

Analytical skills

Communication

Attention to detail

Multitasking

Tools

Ticketing systems

Monitoring tools

Issue tracking tools

Job description

• State/Province National Capital Region (Manila)
• Country Philippines

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.
  
• 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.
• Experience preparing support documentation, troubleshooting notes, FAQs, issue summaries,or operational reports.