Product Support Manager

- Manage escalated customer-facing online issues that cannot be resolved by Product Support
Supervisors or Product Support Engineers.
- Analyze complex product support cases, identify root causes, and coordinate with relevant
teams to define practical solutions.
- Work closely with Product Support Supervisors, Product Support Engineers, product owners,
engineering teams, QA, operations, and vendors to resolve urgent or recurring issues.
- Ensure timely follow-up, communication, and closure of escalated support cases.
- Review support trends, recurring incidents, and operational pain points to identify areas for
product improvement.
- Assist in designing and developing necessary product features, enhancements, tools, or
process improvements to address support needs.
- Translate support issues and operational requirements into clear product or technical
requirements for implementation.
- Support production verification, issue validation, user acceptance checks, and post-resolution
monitoring.
- Maintain clear documentation of escalated cases, issue analysis, resolution steps, product
behavior, and support procedures.
- Help define support workflows, escalation paths, troubleshooting guides, and service
continuity procedures.
- Provide guidance to Product Support Supervisors and Product Support Engineers on complex
issue handling and solution coordination.
- Coordinate with internal stakeholders and external vendors when issue resolution requires
cross-functional or third-party support.
Other Qualifications

- Professional experience in product support, technical support, application support, product
operations, or a related role.
- Experience handling escalated customer-facing or business-critical online platform issues.
- Ability to analyze complex issues, identify root causes, and coordinate practical solutions
across multiple teams.
- Good understanding of web platforms, online services, application behavior, system
workflows, and production support processes.
- Ability to translate support issues into clear product requirements, enhancement requests, or
technical action items.
- Strong communication, coordination, documentation, and stakeholder management skills.
- Ability to work under pressure and manage urgent issues with proper prioritization and
follow-through.
- Good problem-solving skills and ability to collaborate with both technical and non-technical
stakeholders.

Requirements

- 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, support ticketing systems, incident management, and
production support workflows.
- Experience supporting product enhancement design, feature improvement, or operational tool
development.
- Understanding of customer journey, user experience issues, service continuity, and operational
risk management.
- Experience preparing support documentation, troubleshooting guides, escalation procedures,
and post-incident summaries.