Product Support Engineer

Solaire Resort; Philippines; On-site; PHP 320,000 - 520,000; Full time

Job summary

Solaire Resort is seeking a Product Support Engineer to handle daily customer-facing online product issues, perform initial investigations, and coordinate with engineering and QA teams to resolve complex cases. The role requires strong troubleshooting, communication, and documentation skills.

The candidate will monitor support cases, validate fixes, and maintain knowledge base materials, ensuring timely escalation for high-impact issues and adherence to defined workflows.

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.
• 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 teams, QA, engineering, operations, and vendor teams when required.
• Validate issue fixes and monitor post-resolution status as needed.
• Maintain accurate case records, troubleshooting steps, resolution notes, and support documentation.

Skills

Customer support

Troubleshooting

Communication

Prioritization

Analytical thinking

Tools

Ticketing systems

Issue tracking tools

Job description

Product Support Engineer

Company: Solaire Resort
Job Type: Full Time
Location: Quezon City, Philippines

Job Description - Product Support Engineer

• 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.