SaaS Product Support Lead & Quality Champion

Integrated-Office-Solutions; Muntinlupa; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive Salary & Benefits

Career Growth & Development

Work-Life Balance

Collaborative & Supportive Environment

Job summary

Integrated OS in Alabang, Muntinlupa City, Philippines, is seeking a Product Support Manager to lead L1/L2 support for Chandler CX Platform, oversee tooling, processes, and SLAs, and guide the team as volumes grow.

The role starts hands-on and evolves into building a high‑performing support function, with a path toward ISO 9001 certification, global expansion, and close collaboration with Product and Engineering.

Qualifications

• 6+ years' experience in technical support, support management or software development, ideally on a SaaS or enterprise platform.
• 3+ years running a support service or help desk, including queues, SLAs, escalation and reporting.
• Ticketing tools administration e.g. Jira Service Management, Zendesk or Freshdesk.
• Process design: documenting support processes and procedures, ideally aligned to ITIL.
• Troubleshooting using logs and telemetry (Azure Application Insights), T-SQL and REST APIs.
• C#/.NET hands-on development to fix bugs and build small tools.
• Azure knowledge with App Insights, App Service, Functions, Service Bus, Data Factory, or Azure SQL.
• People leadership demonstrated readiness to build and lead a team.
• Excellent written and spoken English, confidence handling Australian clients.

Responsibilities

• Own L1 and L2 product support for clients across all channels, escalating L3 issues to the Head of Engineering or technology vendors.
• Manage queues, priorities and the support roster to meet SLAs across Australian business hours initially, then globally as Chandler expands in 2026/27.
• Lead major incidents from triage and client communication through to root‑cause analysis.
• Record cause codes consistently, including issues caused by client‑supplied data.
• Manage the work of the product engineers to ensure incidents are being resolved within SLAs.
• Design, document and maintain support processes, procedures, standards and the knowledge base.

Skills

C#/.NET

Azure

Jira Service Management

Zendesk

Freshdesk

ITIL

People leadership

English communication

Tools

T-SQL

REST APIs

Azure Application Insights

Job description

Integrated OS in Alabang, Muntinlupa City, Philippines, is seeking a Product Support Manager to lead L1/L2 support for Chandler CX Platform, oversee tooling, processes, and SLAs, and guide the team as volumes grow.

The role starts hands-on and evolves into building a high‑performing support function, with a path toward ISO 9001 certification, global expansion, and close collaboration with Product and Engineering.