{"id":2491311,"url":"https://alion.io/job/integrated-os-product-support-manager","title":"Product Support Manager","company":{"id":3775687,"name":"Integrated OS","domain":"integratedos.com","url":"https://alion.io/company/integratedos","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Azure","optional":false},{"name":"Azure Data Factory","optional":false},{"name":"Azure SQL Database","optional":false},{"name":"C#","optional":false},{"name":"Freshdesk","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"MS SQL","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"ISO 27001","optional":true}],"status":"live","first_seen_at":"2026-10-14T02:41:57Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T15:40:23Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Unleash Your Talents with Us!\nHi there, our future Product Support Manager! Happy to see YOU here.\nHere at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.\nFrom humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.\nSince then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!\nWhat you'll do:\nThe Product Support Manager runs Chandler CX's Support function. The role owns L1 and L2 support for Chandler CX Platform and the services behind it: tooling, processes, procedures, queues, standards and SLAs.\nThe role starts hands-on, managing queues, triaging tickets and following up on resolutions, and builds a support team as volumes grow. Over time, it will lead Chandler CX towards ISO 9001 certification.\nKey responsibilities for this role include:\nRunning support\nOwn L1 and L2 product support for clients across all channels, escalating L3 issues to the Head of Engineering or technology vendors.\nManage queues, priorities and the support roster to meet SLAs across Australian business hours initially, then globally as Chandler expands in 2026/27.\nLead major incidents from triage and client communication through to root-cause analysis.\nRecord cause codes consistently, including issues caused by client-supplied data.\nManage the work of the product engineers to ensure incidents are being resolved within SLAs.\nService improvement and quality\nOwn the support tooling and decide whether the current tooling is fit for purpose or should be replaced.\nDesign, document and maintain support processes, procedures, standards and the knowledge base.\nReport on SLA performance, volumes and trends, and turn recurring issues into product fixes and self-service content.\nBuild a documented, auditable quality approach and lead preparation for ISO 9001 certification.\nHands-on technical and development\nInvestigate issues using logs, telemetry and SQL across the Azure-hosted C#/.NET platform.\nContribute bug fixes, small improvements, and support tooling or automation.\nFollow release management processes for any changes made.\nTeam building and stakeholders\nPlan support capacity and make the case for new support hires as volumes grow.\nRecruit, onboard, line-manage and develop support team members.\nWork with Product Engineering, the Product Manager and D&D on defects, releases, roadmap input and client communications.\nSuccessful candidates must have:\nEssential\n6+ years' experience in technical support, support management or software development, ideally on a SaaS or enterprise platform.\nSupport service management: 3+ years running a support service or help desk, including queues, SLAs, escalation and reporting.\nTicketing tools: administering a platform such as Jira Service Management, Zendesk or Freshdesk.\nProcess design: designing and documenting support processes and procedures, ideally aligned to ITIL.\n Troubleshooting: diagnosing production issues using logs and telemetry (e.g. Azure Application Insights), T-SQL and REST APIs.\nC#/.NET: hands-on development experience, enough to fix bugs and build small tools.\nAzure: working knowledge of App Insights, App Service, Functions, Service Bus, Data Factory, or Azure SQL.\nPeople leadership: demonstrated readiness to build and lead a team.\nExcellent written and spoken English, and confidence handling Australian clients, including difficult conversations.\nDesirable\nQuality management: implementing or maintaining an ISO 9001 quality management system, or preparing for an ISO 9001 audit.\nService management: ITIL 4 Foundation or equivalent certification.\nSecurity: familiarity with ISO 27001 or similar frameworks.\nExperience supporting financial services, government or other regulated clients.\nExperience with customer communications, document generation, print, email or SMS delivery platforms.\nExperience working with Australian teams or in offshore and nearshore setups.\nWork Arrangements:\nSchedule: 6:00 AM - 3:00 PM (Philippine Time)\nWork Setup: Work Onsite\nLocation: Parkway Corporate Center, Alabang, Muntinlupa City\nWhat's in it for YOU?\nAt Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.\nCompetitive Salary & Benefits: Be rewarded for your expertise and dedication.\nCareer Growth & Development: Work alongside international clients and gain valuable experience.\nWork-Life Balance: Our innovative activities, open communication channels and commitment to incclusivity make everyday exciting and rewarding!\nCollaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.\nYour seat awaits! Be part of our thriving team and CLICK APPLY!","description_format":"text","description_chars":5177,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Outsourcing & Dedicated Teams"],"lifecycle":[{"event":"open","at":"2026-10-14T02:41:57Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":12,"reasons":["conf:3","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/integrated-os-product-support-manager","json_url":"https://alion.io/job/integrated-os-product-support-manager.json","meta":{"generated_at":"2026-10-14T18:01:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23228,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3775687},"rest":"https://alion.io/mcp/rest/get_company?id=3775687"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintegrated-os-product-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintegrated-os-product-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintegrated-os-product-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/integrated-os-product-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintegrated-os-product-support-manager"}]}