Product Support Engineer | Onsite | Quezon City | Day Shift | Weekends Off

Emapta; Quezon City; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift schedule

Fixed weekends off

Prime office location in Quezon City

Job summary

Emapta is seeking a Product Support Engineer to bridge product knowledge with technical execution, improving requests, bugs, alerts, and BigQuery data. The role supports a global AI research platform with opportunities for growth and international exposure.

The position is onsite at SM North Tower 2, Quezon City, with day shift hours and weekends off, offering competitive compensation and extensive benefits including HMO from day 1 and ongoing upskilling through Emapta Academy.

Qualifications

• 5+ years of relevant experience.
• Deep product knowledge and understanding of features, purpose, and expected behavior.

Responsibilities

• Handle development requests from across the business and provide clear progress updates.
• Investigate, reproduce, and resolve product bugs; assess as defect or intended behavior.
• Maintain health and relevance of monitoring and alerting systems and respond to alerts.
• Add and maintain data points in BigQuery to support reliable reporting.

Skills

SQL

BigQuery

Testing

Escalation

Workflow

Dev methodologies

Alerts & Monitoring

Ticketing

Job description

Solve Technical Challenges in Global Product Research Technology

Great technology earns trust when problems are solved quickly and every system performs as intended. The Product Support Engineer connects product knowledge with technical execution, improving requests, bugs, alerts, and BigQuery data. This role directly supports a global AI research platform while offering Top 1% talent a rewarding, long-term career with Emapta, international exposure, balanced hours, and continuous professional growth.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, SM North Tower 2, Quezon City
• Shift: Day Shift, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Prime office location in Quezon City (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

What Makes Someone a Fit

• 5+ years of relevant experience
• Deep, hands-on product knowledge, including its features, intended purpose, and correct behavior from user and business perspectives
• A methodical and investigative mindset, with the determination to follow issues through to resolution
• Genuine interest in expanding technical capabilities and working with engineering tools
• Clear written communication skills for triaging requests and closing the loop with stakeholders outside engineering
• Sound judgment in assessing priorities and determining when to elevate

Technical Skills

• Proficiency in SQL for reading, writing, and troubleshooting queries
• Hands-on experience using BigQuery for data validation and maintenance
• Knowledge of software testing and debugging practices
• Familiarity with escalation procedures and workflow management
• Understanding of software development methodologies
• Working knowledge of alerting and monitoring platforms
• Ability to administer and manage ticketing systems

Core Competencies

• Takes ownership of assigned work, follows through on commitments, and communicates progress consistently.
• Works autonomously, identifies necessary actions, and seeks support when appropriate.
• Evaluates issues logically, investigates underlying causes, and determines practical solutions.
• Maintains precise records, validates information, and consistently delivers high-quality work.

Responsibilities

Development Requests

• Pick up and complete incoming requests from across the business, including small changes, configuration updates, data corrections, and support tasks.
• Provide clear turnaround expectations and communicate progress to requesters.
• Close the loop with stakeholders outside engineering so they always know the status of their requests.

Bug Tickets

• Investigate, reproduce, and resolve product bugs.
• Determine whether reported behavior represents a genuine defect or aligns with the product's intended design.
• Prioritize bugs based on urgency, impact, and business requirements.

Alerting and Monitoring

• Maintain the health and effectiveness of monitoring systems and alerts.
• Respond to alerts, reduce unnecessary noise, adjust thresholds, and identify gaps in monitoring coverage.
• Ensure the team detects important problems before they affect customers.
• Build confidence in alerts by keeping them relevant, actionable, and reliable.

Data Points and BigQuery

• Add, correct, and maintain data points captured in BigQuery.
• Apply product knowledge to ensure the appropriate activities and events are tracked.
• Verify that events are meaningful, accurately defined, and useful for downstream reporting and decision-making.

Ways of Working

• Report directly to the Engineering Manager and follow the engineering team's established processes and tools.
• Collaborate closely with product, support, and data stakeholders.
• Serve as a trusted bridge between stakeholders and the engineering team.

Role Focus and Boundaries

• Maintain the reliability, accuracy, and instrumentation of existing product functionality rather than build new features.
• Investigate, fix, and instrument product issues rather than perform manual pre-release testing alone.
• Apply sound judgment to prioritize requests, challenge unnecessary work, and elevate significant issues.

What Success Looks Like (First 3-6 Months)

By 3 Months: Ramping

• Complete onboarding and training and develop sufficient knowledge to navigate the codebase and make changes with guidance.
• Work actively across the development request and bug queues.
• Handle straightforward tickets independently and collaborate with team members on more complex issues.
• Understand the alerting and monitoring setup and respond to alerts with support.
• Locate and interpret key BigQuery data points and understand how they relate to product behavior.
• Ask relevant questions and close the loop on every assigned request.

By 6 Months: Autonomous

• Manage the development request and bug queues from intake through resolution.
• Meet agreed service-level agreements for response and resolution times.
• Keep every active ticket updated with a clear status.
• Investigate and resolve most incoming issues independently, escalating only genuine blockers.
• Improve alerting by reducing false alarms, addressing monitoring gaps, and assigning clear ownership and runbooks to every alert.
• Strengthen the completeness and accuracy of BigQuery data points by resolving identified gaps.
• Work autonomously across all core responsibilities.

About the Client

Our client is a leading AI-powered product research platform helping modern teams turn verified human feedback into faster, evidence-based decisions. Trusted by more than 10,000 research and product teams worldwide, its technology supports diverse research methods, connects organizations with millions of verified participants across 50+ countries, and delivers actionable insights at remarkable speed. Combining advanced artificial intelligence, expert researchers, enterprise-grade security, and global reach, the company transforms how businesses understand customers and create products people genuinely need with confidence today.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.