Product Support Engineer - Customer-Focused

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

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