Product Support Lead - Elevate Issue Resolution

Solaire Resort; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Solaire Resort in the Philippines is seeking a Product Support Supervisor to lead a team of Product Support Engineers, ensuring timely resolution of customer-facing online issues.

You will monitor cases, guide troubleshooting, coordinate with product, engineering, QA, operations, and vendors, and maintain thorough case documentation to support ongoing improvements. Strong communication and stakeholder management are essential in this high-availability environment.

Qualifications

• Experience in product or customer support operations.
• Experience supervising or guiding support staff.
• Experience with online platforms and escalation management.

Responsibilities

• Supervise Product Support Engineers in handling customer-facing online product issues.
• Monitor cases, progress, response quality, and follow-up actions.
• Coordinate cross-functionally with product, engineering, QA, operations, and vendors.
• Review trends and feedback for product or process improvements.
• Ensure adherence to defined support workflows and escalation procedures.
• Document case histories and assist in issue validation and post-resolution checks.

Skills

Team leadership

Strong communication

Issue analysis and troubleshooting

Stakeholder management

Multitasking under pressure

Tools

Ticketing systems

Support dashboards

Issue tracking tools

Job description

Solaire Resort in the Philippines is seeking a Product Support Supervisor to lead a team of Product Support Engineers, ensuring timely resolution of customer-facing online issues.

You will monitor cases, guide troubleshooting, coordinate with product, engineering, QA, operations, and vendors, and maintain thorough case documentation to support ongoing improvements. Strong communication and stakeholder management are essential in this high-availability environment.