Product Support Supervisor

Solaire Resort & Casino; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Solaire Resort & Casino is seeking an experienced Product Support Manager to lead a team handling customer-facing online product issues across gaming and entertainment platforms. You will guide engineers through initial investigation, track progress, and ensure timely resolution while maintaining high-quality documentation.

The role requires coordinating with product, engineering, QA, operations, and vendors, plus reviewing trends to drive product and process improvements in a high-transaction

Qualifications

• Experience in product support, technical support, or related roles.
• Experience supervising or guiding support staff or teams.
• Experience handling customer-facing online platform issues.
• Understanding of support workflows, escalation management, and issue tracking.
• Ability to perform initial issue analysis and coordinate troubleshooting.
• Strong communication, documentation, and stakeholder management skills.

Responsibilities

• Supervise Product Support Engineers in handling customer-facing online product issues.
• Monitor support cases, issue progress, response quality, and follow-up actions.
• Guide Product Support Engineers in initial issue investigation, troubleshooting, and case documentation.
• Ensure support issues are properly prioritized, assigned, tracked, and resolved within expected timelines.
• Identify cases that require escalation to the Product Support Manager due to complexity or impact.
• Coordinate with Product Support Manager, product teams, engineering, QA, operations, and vendors.
• Review support trends and provide feedback for product or process improvements.
• Ensure engineers follow defined workflows, escalation procedures, and documentation standards.
• Assist in validating issue fixes and monitoring post-resolution stability.
• Maintain clear documentation of cases, escalation history, and resolution status.
• Help train and coach engineers on support handling and analysis.
• Support preparation of regular issue summaries and escalation reports.

Skills

Team leadership

Customer support operations

Strong communication

Issue analysis

Cross-functional coordination

Documentation

Tools

Issue tracking tools

Ticketing systems

Support dashboards

Job description

• Supervise Product Support Engineers in handling customer-facing online product issues.
  
• Monitor support cases, issue progress, response quality, and follow-up actions.
  
• Guide Product Support Engineers in initial issue investigation, troubleshooting, and case documentation.
  
• Ensure support issues are properly prioritized, assigned, tracked, and resolved within expected timelines.
  
• Identify cases that require escalation to the Product Support Manager due to complexity, business impact, recurring patterns, or unresolved root causes.
  
• Coordinate with Product Support Manager, product teams, engineering teams, QA, operations, and vendors when support cases require cross-functional assistance.
  
• Review support trends, recurring issues, and operational pain points, and provide feedback for product or process improvement.
  
• Ensure Product Support Engineers follow defined support workflows, escalation procedures, troubleshooting guides, and communication standards.
  
• Assist in validating issue fixes, confirming resolution with users or stakeholders, and monitoring post-resolution stability.
  
• Maintain clear documentation of support cases, escalation history, troubleshooting steps, and resolution status.
  
• Help train, coach, and guide Product Support Engineers on support handling, communication, documentation, and issue analysis.
  
• Support preparation of regular issue summaries, escalation reports, and operational support updates.
  

Other Qualifications

• Professional experience in product support, technical support, application support, customer support operations, or a related role.
  
• Experience supervising or guiding support staff, support engineers, or operational teams.
  
• Experience handling customer-facing or business-critical online platform issues.
  
• Good understanding of online platforms, application behavior, support workflows, issue tracking, and escalation management.
  
• Ability to perform initial issue analysis, coordinate troubleshooting, and determine when escalation is required.
  
• Strong communication, documentation, coordination, and stakeholder management skills.
  
• Ability to manage multiple support cases, prioritize issues, and follow through until resolution.
  
• Good problem-solving skills and ability to work with both technical and non-technical teams.
  

Requirements

• Experience or working knowledge in frontend, backend, and infrastructure support is preferred.
  
• 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, ticketing systems, support dashboards, incident management, or production support workflows.
  
• Experience preparing support reports, troubleshooting guides, escalation summaries, and post-incident documentation.
  
• Understanding of customer journey, user experience issues, service continuity, and operational risk management.