Product Support Manager

Solaire Resort; Parañaque; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Solaire Resort is seeking a proactive Product Support Escalation Analyst to manage high-priority online platform issues and coordinate across Product Support, engineering, QA, and operations to deliver swift resolutions.

The role emphasizes root-cause analysis, clear communications, and documentation of escalation processes. Strong collaboration with vendors and internal teams is expected to continuously improve product reliability and user experience.

Qualifications

• Experience in product support, technical support, or related roles.
• Experience handling escalated online platform issues.
• Ability to analyze complex issues, identify root causes, and coordinate practical solutions across multiple teams.
• Good understanding of web platforms, online services, application behavior, system workflows, and production support processes.
• Ability to translate support issues into clear product requirements, enhancement requests, or technical action items.
• Strong communication, coordination, documentation, and stakeholder management skills.
• Ability to work under pressure and manage urgent issues with proper prioritization and follow-through.
• Good problem-solving skills and ability to collaborate with both technical and non-technical stakeholders.

Responsibilities

• Manage escalated customer-facing online issues that cannot be resolved by Product Support Supervisors or Product Support Engineers.
• Analyze complex product support cases, identify root causes, and coordinate with relevant teams 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 for product improvement.
• Assist in designing and developing necessary product features, enhancements, tools, or process improvements to address support needs.
• Translate support issues and operational requirements into clear product or technical requirements for implementation.
• Support production verification, issue validation, user acceptance checks, and post-resolution monitoring.
• Maintain clear documentation of escalated cases, issue analysis, resolution steps, product behavior, and support procedures.
• Help define support workflows, escalation paths, troubleshooting guides, and service continuity procedures.
• Provide guidance to Product Support Supervisors and Product Support Engineers on complex issue handling and solution coordination.
• Coordinate with internal stakeholders and external vendors when issue resolution requires cross-functional or third-party support.

Job description

Responsibilities

• Manage escalated customer-facing online issues that cannot be resolved by Product Support Supervisors or Product Support Engineers.
• Analyze complex product support cases, identify root causes, and coordinate with relevant teams 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 for product improvement.
• Assist in designing and developing necessary product features, enhancements, tools, or process improvements to address support needs.
• Translate support issues and operational requirements into clear product or technical requirements for implementation.
• Support production verification, issue validation, user acceptance checks, and post-resolution monitoring.
• Maintain clear documentation of escalated cases, issue analysis, resolution steps, product behavior, and support procedures.
• Help define support workflows, escalation paths, troubleshooting guides, and service continuity procedures.
• Provide guidance to Product Support Supervisors and Product Support Engineers on complex issue handling and solution coordination.
• Coordinate with internal stakeholders and external vendors when issue resolution requires cross-functional or third-party support.

Other Qualifications

• Professional experience in product support, technical support, application support, product operations, 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 solutions across multiple teams.
• Good understanding of web platforms, online services, application behavior, system workflows, and production support processes.
• Ability to translate support issues into clear product requirements, enhancement requests, or technical action items.
• Strong communication, coordination, documentation, and stakeholder management skills.
• Ability to work under pressure and manage urgent issues with proper prioritization and follow-through.
• Good problem-solving skills and ability to collaborate with both technical and non-technical stakeholders.

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 vendor teams.
• Experience with issue tracking tools, support ticketing systems, incident management, and production support workflows.
• Experience supporting product enhancement design, feature improvement, or operational tool development.
• Understanding of customer journey, user experience issues, service continuity, and operational risk management.
• Experience preparing support documentation, troubleshooting guides, escalation procedures, and post-incident summaries.