Product Support Engineer

- Handle daily customer-facing online product issues and support requests.
- Perform initial issue investigation, troubleshooting, replication, and basic root cause analysis.
- Collect and document issue details, user reports, screenshots, timestamps, affected accounts,
error messages, and relevant system behavior.
- Monitor assigned support cases and ensure timely follow-up until resolution or escalation.
- Escalate unresolved, recurring, high-impact, or complex cases to the Product Support
Supervisor with complete supporting information.
- Coordinate with Product Support Supervisor, Product Support Manager, QA, engineering,
operations, and vendor teams when required.
- Validate issue fixes, confirm resolution with users or stakeholders, and monitor post-resolution
status when needed.
- Maintain accurate case records, troubleshooting steps, resolution notes, and support
documentation.
- Follow defined support workflows, escalation procedures, communication standards, and
service continuity practices.
- Assist in identifying recurring issues, user pain points, and product behavior that may require
further improvement.
- Support preparation of issue summaries, daily updates, and operational support reports.
- Help maintain troubleshooting guides, FAQs, known issue records, and support knowledge
base materials.
Other Qualifications

- Experience in product support, technical support, application support, customer support
operations, QA support, or a related role.
- Understanding of web platforms, online services, application workflows, issue tracking, and
support processes.
- Understanding of frontend and backend application behavior, including common user flow,
error handling, login/session behavior, and data submission flow.
- Familiarity with browser troubleshooting tools, such as checking console errors, network
requests, page loading issues, and basic browser compatibility behavior.
- Understanding of APIs, HTTP status codes, request/response behavior, and common
integration-related issues.
- Ability to check and interpret basic system logs, error messages, timestamps, affected user
accounts, transaction IDs, request IDs, and other troubleshooting references.
- Basic SQL or database query knowledge is preferred for checking records, validating issue
reports, and supporting initial investigation.
- Familiarity with ticketing systems, issue tracking tools, support dashboards, monitoring tools,
or incident management workflows.
- Ability to perform initial troubleshooting, collect relevant issue information, replicate reported
issues, and document findings clearly.
- Ability to communicate effectively with users, business stakeholders, and technical teams.
- Good attention to detail, follow-through, and case tracking discipline.
- Ability to work under pressure and handle multiple support cases with proper prioritization.
- Good analytical and problem-solving skills.
- Willingness to support business-critical online product operations when required.

Requirements

- Experience supporting online gaming, casino systems, gaming platforms, fintech, payments,
e-commerce, or other digital platforms.
- Experience using ticketing systems, issue tracking tools, support dashboards, monitoring
tools, or incident management workflows.
- Experience working with product, engineering, QA, operations, customer support, and vendor
teams.
- Basic understanding of APIs, logs, browser behavior, mobile or web application behavior, and
common production support concepts.
- Experience preparing support documentation, troubleshooting notes, FAQs, issue summaries,
or operational reports.