Senior Product Support Lead - Incident Resolution

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

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.