Product Support Engineer: Drive Resolutions and Insights

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

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.