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.