Product Support

Kredivo is hiring a Product Support in the Philippines Office who will act as the bridge between customers, operations, and engineering teams to ensure smooth operation of our products. This position will report to the Senior Product Manager and will be accountable for investigating product related issues, flow monitoring, and supporting operational teams.

In this role you will also be responsible for helping improve the overall product experience by working closely with the product manager itself.

About the job:

• Product Issue Investigation & Support
  • Investigate and troubleshoot product related issues reported by internal teams, partners, or customers.
  • Work closely with Engineering and Product teams to resolve technical issues in a timely manner.
  • Escalate critical incidents and monitor resolution progress.
• System Monitoring & Analysis
  • Monitor product flow and system behavior to identify anomalies or potential issues.
  • Ensure product reliability and smooth daily operations, e.g. handle stuck applications or stuck transactions
• Internal Support
  • Provide support to internal stakeholders such as Customer Support, Operations, and Business teams.
  • Act as the product expert for troubleshooting operational problems.
  • Provide support to the product manager for integration purposes
• Documentation & Process Improvement
  • Create and maintain product troubleshooting guides and internal documentation.
  • Document common issues and solutions for faster resolution.
  • Suggest product improvements based on recurring issues or operational feedback.
• Collaboration
  • Work closely with Product Managers to improve product performance and stability.
  • Coordinate with Engineering teams for bug fixes and technical improvements.
  • Support product launches and ensure operational readiness.

About you:

• 2–4 years of experience in Product Support or Technical Support in a tech company.
• Having technical skills in SQL query.
• Ability to investigate issues using logs, transaction data, or system outputs. Capability to understand the technical and brainstorm with Engineers.
• Experience working cross-functionally with Product, Analytics, Engineering, and Operations teams.
• Excellent communication skills in English. Have strong communication skills, positive energy, self-starter, strong drive to make things happen.