Product Support Supervisor

Solaire Resort; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Solaire Resort in the Philippines is seeking a Product Support Supervisor to lead a team of Product Support Engineers, ensuring timely resolution of customer-facing online issues.

You will monitor cases, guide troubleshooting, coordinate with product, engineering, QA, operations, and vendors, and maintain thorough case documentation to support ongoing improvements. Strong communication and stakeholder management are essential in this high-availability environment.

Qualifications

• Experience in product or customer support operations.
• Experience supervising or guiding support staff.
• Experience with online platforms and escalation management.

Responsibilities

• Supervise Product Support Engineers in handling customer-facing online product issues.
• Monitor cases, progress, response quality, and follow-up actions.
• Coordinate cross-functionally with product, engineering, QA, operations, and vendors.
• Review trends and feedback for product or process improvements.
• Ensure adherence to defined support workflows and escalation procedures.
• Document case histories and assist in issue validation and post-resolution checks.

Skills

Team leadership

Strong communication

Issue analysis and troubleshooting

Stakeholder management

Multitasking under pressure

Tools

Ticketing systems

Support dashboards

Issue tracking tools

Job description

Product Support Supervisor

Company : Solaire Resort Job Type : Full Time Philippines

Job Description - Product Support Supervisor

• 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.