Product Support Manager

Integrated OS; Muntinlupa; On-site; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Work-life balance

Collaborative environment

Job summary

Integrated OS in the Philippines is seeking a Product Support Manager to lead L1–L2 support for the Chandler CX Platform and its services. You will manage queues, SLAs, and incidents, while building a capable support team and interfacing with Product Engineering and D&D on defects, releases, and client communications.

The role requires strong Azure/.NET troubleshooting, service management experience, and excellent English communication with Australian clients.

Qualifications

• 6+ years' experience in technical support, support management or software development, ideally on a SaaS or enterprise platform.
• 3+ years running a support service or help desk, including queues, SLAs, escalation and reporting.
• Ticketing tools: administering a platform such as Jira Service Management, Zendesk or Freshdesk.
• Process design: designing and documenting support processes and procedures, ideally aligned to ITIL.
• Troubleshooting: diagnosing production issues using logs and telemetry (e.g. Azure Application Insights), T-SQL and REST APIs.
• C#/.NET: hands-on development experience, enough to fix bugs and build small tools.
• Azure: working knowledge of App Insights, App Service, Functions, Service Bus, Data Factory, or Azure SQL.
• People leadership: demonstrated readiness to build and lead a team.
• Excellent written and spoken English, and confidence handling Australian clients, including difficult conversations.

Responsibilities

• Own L1 and L2 product support for clients across all channels, escalating L3 issues.
• Manage queues, priorities and the support roster to meet SLAs across Australian business hours, then globally.
• Lead major incidents from triage to root-cause analysis and communicate with clients.
• Record cause codes consistently, including issues caused by client-supplied data.
• Oversee the product engineers to ensure incidents resolve within SLAs.
• Design, document and maintain support processes, procedures, standards and the knowledge base.
• Report on SLA performance, volumes and trends, and drive self-service content.
• Lead preparation for ISO 9001 certification.
• Investigate issues using logs, telemetry and SQL across the Azure-hosted platform.
• Contribute bug fixes, small improvements, and support tooling or automation.
• Plan support capacity and recruit, onboard, and develop team members.
• Collaborate with Product Engineering and the Product Manager on defects and releases.

Skills

Team leadership

Azure & .NET

Issue triage & root cause analysis

Incident management

Customer communications

SLA & metrics reporting

Troubleshooting with logs/telemetry

Tools

Jira Service Management

Zendesk

Freshdesk

Job description

Unleash Your Talents with Us!

Hi there, our future Product Support Manager! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

What you'll do:

The Product Support Manager runs Chandler CX's Support function. The role owns L1 and L2 support for Chandler CX Platform and the services behind it: tooling, processes, procedures, queues, standards and SLAs.

The role starts hands‑on, managing queues, triaging tickets and following up on resolutions, and builds a support team as volumes grow. Over time, it will lead Chandler CX towards ISO 9001 certification.

Key responsibilities for this role include:

Running support

• Own L1 and L2 product support for clients across all channels, escalating L3 issues to the Head of Engineering or technology vendors.
• Manage queues, priorities and the support roster to meet SLAs across Australian business hours initially, then globally as Chandler expands in 2026/27.
• Lead major incidents from triage and client communication through to root‑cause analysis.
• Record cause codes consistently, including issues caused by client‑supplied data.
• Manage the work of the product engineers to ensure incidents are being resolved within SLAs.

Service improvement and quality

• Own the support tooling and decide whether the current tooling is fit for purpose or should be replaced.
• Design, document and maintain support processes, procedures, standards and the knowledge base.
• Report on SLA performance, volumes and trends, and turn recurring issues into product fixes and self‑service content.
• Build a documented, auditable quality approach and lead preparation for ISO 9001 certification.

Hands‑on technical and development

• Investigate issues using logs, telemetry and SQL across the Azure‑hosted C#/.NET platform.
• Contribute bug fixes, small improvements, and support tooling or automation.
• Follow release management processes for any changes made.

Team building and stakeholders

• Plan support capacity and make the case for new support hires as volumes grow.
• Recruit, onboard, line‑manage and develop support team members.
• Work with Product Engineering, the Product Manager and D&D on defects, releases, roadmap input and client communications.

Successful candidates must have:

Essential

• 6+ years' experience in technical support, support management or software development, ideally on a SaaS or enterprise platform.
• Support service management: 3+ years running a support service or help desk, including queues, SLAs, escalation and reporting.
• Ticketing tools: administering a platform such as Jira Service Management, Zendesk or Freshdesk.
• Process design: designing and documenting support processes and procedures, ideally aligned to ITIL.
• Troubleshooting: diagnosing production issues using logs and telemetry (e.g. Azure Application Insights), T‑SQL and REST APIs.
• C#/.NET: hands‑on development experience, enough to fix bugs and build small tools.
• Azure: working knowledge of App Insights, App Service, Functions, Service Bus, Data Factory, or Azure SQL.
• People leadership: demonstrated readiness to build and lead a team.
• Excellent written and spoken English, and confidence handling Australian clients, including difficult conversations.

Desirable

• Quality management: implementing or maintaining an ISO 9001 quality management system, or preparing for an ISO 9001 audit.
• Service management: ITIL 4 Foundation or equivalent certification.
• Security: familiarity with ISO 27001 or similar frameworks.
• Experience supporting financial services, government or other regulated clients.
• Experience with customer communications, document generation, print, email or SMS delivery platforms.
• Experience working with Australian teams or in offshore and nearshore setups.

Work Arrangements:

• Schedule: 6:00 AM - 3:00 PM (Philippine Time)
• Work Setup: Work Onsite
• Location: Parkway Corporate Center, Alabang, Muntinlupa City

What's in it for YOU?

At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
• Career Growth & Development: Work alongside international clients and gain valuable experience.
• Work-Life Balance: Our innovative activities, open communication channels and commitment to incclusivity make everyday exciting and rewarding!
• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.