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.
  

• 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.