Senior Product Support

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in Philippines is seeking a Senior Product Support professional to lead complex issue resolution, provide advanced technical support for bespoke applications, and drive improvement across incident management and documentation.

The role emphasizes mentoring, collaboration with development, and proactive performance optimization, with a focus on high-severity incident handling and cross-functional alignment.

Qualifications

• 5+ years of experience in product or application support.
• Experience leading incident resolution and handling high-severity issues.
• Strong technical background in web and mobile applications, including backend systems.
• Familiarity with development practices and ability to read/debug code is a strong advantage.
• Experience mentoring or coaching junior team members.

Responsibilities

• Lead resolution of critical and complex application issues, acting as escalation point.
• Provide senior-level technical support to diagnose and resolve advanced issues.
• Analyze incident trends to proactively identify improvements and stability.
• Collaborate with development to implement strategic enhancements and upgrades.
• Oversee creation and maintenance of documentation, guides, and knowledge base articles.
• Lead and participate in testing activities for updates and releases.
• Provide advanced training to end-users and junior/mid-level staff.
• Identify opportunities for process improvement, automation, and efficiency.
• Read and analyze server logs for insights and faster resolution.
• Explain complex technical concepts to non-technical stakeholders.
• Represent product support in cross-functional meetings and planning.
• Drive continuous improvement and innovation in support methodologies.

Skills

Product support

Incident management

Web & mobile apps

ITSM tools

Leadership & communication

Code reading/debugging

Mentoring

Automation tools

Stakeholder management

Tools

ITSM tools

Monitoring systems

Automation tools

Job description

Job Role: Senior Product Support

Reports To: Service and Solution Delivery Product Lead

General De ion

Responsibilities:

• Lead the resolution of critical and complex application issues, serving as the primary escalation point for junior and mid-level team members.
• Provide senior-level technical support to diagnose, troubleshoot, and resolve advanced issues related to bespoke applications.
• Analyze incident trends to proactively identify areas for improvement, system stability, and performance optimization.
• Collaborate closely with development and cross-functional teams to influence and implement strategic enhancements, upgrades, and new features.
• Oversee and drive the creation, maintenance, and standardization of comprehensive documentation, including user guides, troubleshooting procedures, and knowledge base articles.
• Lead and participate in testing activities to validate the quality and functionality of application updates and releases.
• Provide advanced training and mentorship to end-users, junior, and mid-level support professionals to enhance application understanding and reduce support demand.
• Identify and implement opportunities for process improvement, automation, and operational efficiency in product support.
• Read and analyze server logs to uncover insights and anomalies, contributing to faster issue resolution and system monitoring.
• Explain complex technical concepts in a clear and accessible manner to non-technical stakeholders.
• Represent the product support function in cross-functional meetings, initiatives, and strategic planning discussions.
• Drive continuous improvement and innovation in support methodologies, contributing to long-term support strategy and decision-making.

Qualifications:

• 5+ years of experience in product or application support, with increasing responsibility.
• Proven ability to lead incident resolution and manage high-severity issues.
• Strong technical background in web and mobile applications, including backend systems.
• Experience with ITSM tools, monitoring systems, and automation tools.
• Excellent leadership, communication, and stakeholder management skills.
• Familiarity with development practices and ability to read/debug code is a strong advantage.
• Experience mentoring or coaching junior team members.