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.
  

• 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.