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.