Product Support Manager — Lead SaaS Support & Quality

Integrated Office Solutions Inc.; Muntinlupa; On-site; PHP 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Competitive salary & benefits

Career growth & development

Work-life balance

Collaborative environment

Job summary

Integrated OS is seeking a Product Support Manager to lead Chandler CX's support function, owning L1/L2 support for the Chandler CX Platform, tooling, and processes.

You will start hands-on with queues, triage tickets, and then build a support team as volumes grow, guiding the company toward ISO 9001 certification. Onsite work in Alabang, Muntinlupa with Australian client exposure and cross-functional collaboration.

Qualifications

• 6+ years in technical support, support management or software development.
• Experience running a support service or help desk with queues, SLAs, escalation and reporting.
• Experience administering ticketing platforms (Jira Service Management, Zendesk, Freshdesk).
• Proven ability to design and document support processes and ITIL-aligned procedures.
• Hands-on development with C#/.NET to fix bugs and build small tools.
• Cloud/Azure knowledge for monitoring and telemetry (App Insights, etc).
• Strong people leadership with experience building a team and handling Australian clients.

Responsibilities

• Own L1 and L2 product support across channels, escalate to engineering when needed.
• Manage queues, priorities, and support roster to meet SLAs.
• Lead major incidents from triage to root-cause analysis.
• Record consistent cause codes for issues.
• Coordinate with product engineers to ensure timely resolutions.

Skills

Support management

Ticketing tools

Process design

Troubleshooting

C#/.NET

Azure

People leadership

English communication

Tools

Jira Service Management

Zendesk

Freshdesk

Job description

Integrated OS is seeking a Product Support Manager to lead Chandler CX's support function, owning L1/L2 support for the Chandler CX Platform, tooling, and processes.

You will start hands-on with queues, triage tickets, and then build a support team as volumes grow, guiding the company toward ISO 9001 certification. Onsite work in Alabang, Muntinlupa with Australian client exposure and cross-functional collaboration.