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SENIOR PRODUCT SUPPORT ENGINEER

XTN-66B9259

City
Makati City, Philippines
Schedule
Office Location
ARMSTRONG CORPORATE CENTER

Make your next big career move by applying as KMC Solutions' next SENIOR PRODUCT SUPPORT ENGINEER

The Senior Product Support Engineer is a highly skilled, senior-level technical expert within the Customer Success team at SOCi. This role is responsible for isolating, troubleshooting, and resolving complex and escalated customer issues - ranging from intricate product bugs to multi-system integration failures - while acting as a critical liaison between customer-facing teams and Engineering. Operating in a fast-paced environment, the Senior Product Support Engineer dives into backend systems, APIs, and databases (including SQL) to conduct root cause analyses, drive long-term solutions, and implement scalable solutions. This role works cross-functionally with Product and Engineering teams to influence improvements in both the product and internal processes, while proactively identifying patterns that reduce future escalations. 

Additionally, the Senior Product Support Engineer supports the broader Support team by sharing knowledge, providing mentoring and guidance, and raising the overall bar for technical excellence. Exceptional problem solving skills, strong communication, and the ability to manage high-pressure customer interactions with professionalism are essential to success in this role. 

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a SENIOR PRODUCT SUPPORT ENGINEER include:

  • Investigate and resolve highly complex customer issues escalated from Tier 1 and  Tier 2 Support teams, including troubleshooting advanced support cases such as Facebook API errors, publishing failures with emerging root causes, and reporting discrepancies - all while delivering exceptional customer service.

  • Directly interact with customers to isolate and understand issues; and collaborate with Engineering, Product, and DevOps teams to resolve complex incidents and drive product improvements.

  • Analyze data from SQL databases to support issue investigations and identify root causes.

  • Debug and troubleshoot issues related to SOCi APIs, integrations, and backend services.

  • Proactively identify patterns in product quality, systemic issues, or feature gaps, and provide actionable recommendations to improve code, test coverage, or processes in partnership with Product teams. 

  • Coach and mentor junior Customer Support teammates on advanced troubleshooting techniques and deep product behavior understanding.

  • Reproduce and document bugs with clarity for Engineering handoff, including logs, reproduction steps, and severity assessments.

  • Maintain detailed records of investigations and resolutions in our case management tools (e.g., Zendesk, Salesforce).

  • Write technical knowledge base articles, internal documentation, and runbooks for Tier 1 and Tier 2 enablement.

  • Participate in the on-call rotation for critical incidents and weekend support coverage as needed.

  • Contribute to team projects, tooling improvements, and automation initiatives that improve the support experience and scalability.

  • Be willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned



To apply, you must be an expert on the following requirements:

  • 3–5 years of technical support experience, ideally in a SaaS environment with enterprise-level customers.

  • Proven experience writing and executing SQL queries to analyze, troubleshoot, and validate data.

  • Familiarity with RESTful APIs: able to make API calls (e.g., via Postman), analyze responses, and debug integration issues.

  • Strong troubleshooting methodology and analytical thinking skills. You can break down vague problems into actionable next steps.

  • Experience debugging web applications or working with front-end and back-end technologies is a strong plus.

  • Comfortable reading system logs, browser dev tools, and API traffic to identify issues.

  • Excellent communication skills, especially when translating technical details for a non-technical audience.

  • Strong collaboration skills – you work well across teams and can advocate for both customers and internal stakeholders.

  • Self-motivated, highly organized, and able to manage competing priorities in a fast-paced environment.

  • Prior experience with support tools like Jira, Salesforce, Zendesk, and monitoring tools (e.g., Datadog, Sentry) is preferred.

  • Ability to thrive in ambiguity and take ownership of complex challenges.

 

It will also be favorable if you are knowledgeable in:

  • Familiarity with social media platforms, listings management, or local SEO tools.

  • Experience with scripting or automation (Python, Bash, or similar).

  • Exposure to CI/CD pipelines and deployment workflows.

  • Understanding of authentication protocols (OAuth, JWT, etc.).

 

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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