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.