Product Support Engineer

Solaire Resort; Parañaque; On-site; PHP 420,000 - 600,000; Full time

Job summary

Solaire Resort in Metro Manila seeks an experienced product support specialist to handle daily customer-facing online product issues. You will investigate, troubleshoot, replicate, and document issues, coordinating with QA, engineering, and operations to ensure timely resolution.

Responsibilities include collecting detailed reports, monitoring cases, validating fixes, and maintaining knowledge bases. Strong communication, analytical, and problem-solving skills are essential for success in this

Qualifications

• Experience in product support, technical support, or related roles.
• Understanding of web platforms, online services, and support processes.
• Familiarity with browser troubleshooting, API basics, and logs.
• Ability to check and interpret logs, timestamps, and IDs for troubleshooting.
• Experience preparing support documentation, troubleshooting notes, or operation reports.

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, 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 Support Supervisor with complete information.
• Coordinate with Product Support Supervisor, Manager, QA, engineering, operations, and vendor teams as needed.
• Validate issue fixes and confirm resolution with users, monitoring post-resolution status.

Skills

Experience in product support

Technical support

Analytical thinking

Attention to detail

Prioritization

Effective communication

Problem-solving

Tools

Ticketing systems

Issue tracking tools

Support dashboards

Monitoring tools

Incident management workflows

APIs understanding

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 Support Supervisor 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-resolution status when needed.
• Maintain accurate case records, troubleshooting steps, resolution notes, and support documentation.
• Follow defined support workflows, escalation procedures, communication standards, and service continuity practices.
• Assist in identifying recurring issues, user pain points, and product behavior that may require further improvement.
• Support preparation of issue summaries, daily updates, and operational support reports.
• Help maintain troubleshooting guides, FAQs, known issue records, and support knowledge base materials.

• 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 Support Supervisor 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-resolution status when needed.
• Maintain accurate case records, troubleshooting steps, resolution notes, and support documentation.
• Follow defined support workflows, escalation procedures, communication standards, and service continuity practices.
• Assist in identifying recurring issues, user pain points, and product behavior that may require further improvement.
• Support preparation of issue summaries, daily updates, and operational support reports.
• Help maintain troubleshooting guides, FAQs, known issue records, and support knowledge base materials.

Other 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.
• Familiarity with browser troubleshooting tools, such as checking console errors, network requests, page loading issues, and basic browser compatibility behavior.
• Understanding of APIs, HTTP status codes, request/response behavior, and common integration-related issues.
• Ability to check and interpret basic system logs, error messages, timestamps, affected user accounts, transaction IDs, request IDs, and other troubleshooting references.
• Basic SQL or database query knowledge is preferred for checking records, validating issue reports, 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 reported issues, 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, monitoring tools, or incident management workflows.
• Experience working with product, engineering, QA, operations, customer support, and vendor teams.
• Basic understanding of APIs, logs, browser behavior, mobile or web application behavior, and common production support concepts.
• Experience preparing support documentation, troubleshooting notes, FAQs, issue summaries, or operational reports.