Product Support Lead - cross-functional Coach & Resolver

Solaire Resort; Parañaque; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Solaire Resort in Parañaque seeks an experienced Product Support Lead to supervise engineers handling customer-facing online product issues. You will monitor case progress, guide initial investigations, and ensure timely resolution through cross-functional collaboration.

Ideal candidates have strong troubleshooting skills, escalation experience, and a knack for documentation and stakeholder coordination. The role requires ensuring adherence to workflows, and delivering post-resolution stability

Qualifications

• Professional experience in product support, technical support, application support, customer support operations, or a related role.
• Experience supervising or guiding support staff, support engineers, or operational teams.
• Experience handling customer-facing or business-critical online platform issues.
• Good understanding of online platforms, application behavior, support workflows, issue tracking, and escalation management.
• Ability to perform initial issue analysis, coordinate troubleshooting, and determine when escalation is required.
• Strong communication, documentation, coordination, and stakeholder management skills.

Responsibilities

• Supervise Product Support Engineers in handling customer-facing online product issues.
• Monitor support cases, issue progress, response quality, and follow-up actions.
• Guide Product Support Engineers in initial issue investigation, troubleshooting, and case documentation.
• Ensure support issues are properly prioritized, assigned, tracked, and resolved within expected timelines.
• Identify cases that require escalation to the Product Support Manager due to complexity, business impact, recurring patterns, or unresolved root causes.
• Coordinate with Product Support Manager, product teams, engineering teams, QA, operations, and vendors when support cases require cross-functional assistance.
• Review support trends, recurring issues, and operational pain points, and provide feedback for product or process improvement.
• Ensure Product Support Engineers follow defined support workflows, escalation procedures, troubleshooting guides, and communication standards.
• Assist in validating issue fixes, confirming resolution with users or stakeholders, and monitoring post-resolution stability.
• Maintain clear documentation of support cases, escalation history, troubleshooting steps, and resolution status.
• Help train, coach, and guide Product Support Engineers on support handling, communication, documentation, and issue analysis.
• Support preparation of regular issue summaries, escalation reports, and operational support updates.

Skills

Team leadership

Troubleshooting

Escalation management

Cross-functional coordination

Documentation

Tools

Ticketing systems

Support dashboards

Job description

Solaire Resort in Parañaque seeks an experienced Product Support Lead to supervise engineers handling customer-facing online product issues. You will monitor case progress, guide initial investigations, and ensure timely resolution through cross-functional collaboration.

Ideal candidates have strong troubleshooting skills, escalation experience, and a knack for documentation and stakeholder coordination. The role requires ensuring adherence to workflows, and delivering post-resolution stability