Product Support Engineer — Customer-Focused Troubleshooter

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

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