Product Support Manager

Bloomberry Resorts and Hotels Inc.; Naga; On-site; PHP 600,000 - 900,000; Full time

Job summary

Bloomberry Resorts and Hotels Inc. is seeking a dedicated Escalation Product Support professional to manage and resolve high-priority online platform issues. You will lead investigations, coordinate across product, engineering, QA, and operations to drive timely resolutions.

You will analyze complex incidents, translate findings into actionable product requirements, and help shape workflows and tooling to prevent recurrence, while maintaining thorough case documentation and post-incident reviews.

Qualifications

• Experience in product support, technical support, or related roles.
• Experience handling escalated, business-critical online platform issues.
• Ability to translate issues into clear product requirements.

Responsibilities

• Manage escalated customer-facing online issues unresolved by Product Support.
• Analyze complex cases, identify root causes, coordinate with teams to define solutions.
• Collaborate with product owners, engineering, QA, operations, and vendors to resolve issues.
• Ensure timely follow-up, communication, and closure of escalated cases.
• Review support trends and recurring incidents to identify improvement needs.
• Assist in designing product features, enhancements, or tools to address support needs.
• Translate issues into clear product or technical requirements for implementation.
• Support production verification, issue validation, and post-resolution monitoring.
• Maintain documentation of escalated cases, analyses, resolutions, and procedures.
• Help define support workflows, escalation paths, and troubleshooting guides.
• Provide guidance to supervisors and engineers on complex issues and coordination.
• Coordinate with internal and external stakeholders when cross-functional support is needed.

Skills

Escalation management

Root cause analysis

Stakeholder management

Documentation

Communication

Job description

• Manage escalated customer-facing online issues that cannot be resolved by Product SupportSupervisors or Product Support Engineers.
• Analyze complex product support cases, identify root causes, and coordinate with relevantteams to define practical solutions.
• Work closely with Product Support Supervisors, Product Support Engineers, product owners,engineering teams, QA, operations, and vendors to resolve urgent or recurring issues.
• Ensure timely follow-up, communication, and closure of escalated support cases.
• Review support trends, recurring incidents, and operational pain points to identify areas forproduct improvement.
• Assist in designing and developing necessary product features, enhancements, tools, orprocess improvements to address support needs.
• Translate support issues and operational requirements into clear product or technicalrequirements for implementation.
• Support production verification, issue validation, user acceptance checks, and post-resolutionmonitoring.
• Maintain clear documentation of escalated cases, issue analysis, resolution steps, productbehavior, and support procedures.
• Help define support workflows, escalation paths, troubleshooting guides, and servicecontinuity procedures.
• Provide guidance to Product Support Supervisors and Product Support Engineers on complexissue handling and solution coordination.
• Coordinate with internal stakeholders and external vendors when issue resolution requirescross-functional or third-party support.

Other Qualifications

• Professional experience in product support, technical support, application support, productoperations, or a related role.
• Experience handling escalated customer-facing or business-critical online platform issues.
• Ability to analyze complex issues, identify root causes, and coordinate practical solutionsacross multiple teams.
• Good understanding of web platforms, online services, application behavior, systemworkflows, and production support processes.
• Ability to translate support issues into clear product requirements, enhancement requests, ortechnical action items.
• Strong communication, coordination, documentation, and stakeholder management skills.
• Ability to work under pressure and manage urgent issues with proper prioritization andfollow-through.
• Good problem-solving skills and ability to collaborate with both technical and non-technicalstakeholders.

Requirements

• Experience in online gaming, casino systems, gaming platforms, fintech, payments,e-commerce, or other high-transaction digital platforms.
• Experience working with product, engineering, QA, operations, customer support, and vendorteams.
• Experience with issue tracking tools, support ticketing systems, incident management, andproduction support workflows.
• Experience supporting product enhancement design, feature improvement, or operational tooldevelopment.
• Understanding of customer journey, user experience issues, service continuity, and operationalrisk management.
• Experience preparing support documentation, troubleshooting guides, escalation procedures,and post-incident summaries.