Product Support Manager Jobs in USA with Visa Sponsorship
Product Support Manager roles qualify for H-1B visa sponsorship as a specialty occupation requiring a bachelor's degree in a directly related field. Employers file a Labor Condition Application before your visa petition, and the annual H-1B cap and lottery apply. No-lottery alternatives like E-3 visa (Australians) and TN visa (Canadians and Mexicans) are also viable for this role.
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Get Access To All JobsLocation:
NE Statewide, NE, US
Requisition ID: 19697
IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences—powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.
Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here.
Overview
The Manager Product Support leads technical support for internal and external customers, overseeing case resolution, escalations, and support documentation for company software and hardware. The role diagnoses complex issues, coordinates with internal teams on testing and product quality, and provides technical guidance and training to customers. It also manages and develops the support team, investigates emerging issues, and supports projects that meet customer needs and regulatory requirements.
Responsibilities
- Oversee the resolution of internal and external customer requests received through email, remote computer access, and telephone, managing escalated requests as needed.
- Review customer issues and communicate action items to internal teams to ensure prompt resolution.
- Troubleshoot, diagnose, and correct complex or escalated hardware and software issues.
- Oversee all customer support cases and maintain the company tracking system.
- Identify the appropriate channels and resources for resolving customer issues and inquiries.
- Coordinate collaboration between internal teams to resolve customer issues and respond to inquiries.
- Manage and maintain documentation for all support activities.
- Collaborate with internal teams on user acceptance testing and quality analysis for new software and updates.
- Provide customers with technical instruction on company software and hardware and present product training as needed.
- Communicate issues and software errors to internal teams and recommend solutions.
- Proactively investigate emerging issues, conduct preliminary analysis, and prepare detailed written reports for management as required.
- Work with cross-functional teams to achieve project objectives, communicate information across teams, and ensure products meet regulatory requirements.
- Direct the work of employees and manage personnel matters, including recruiting, hiring, training, scheduling, evaluating, coaching, and staff development. Recommend or initiate promotions, transfers, and disciplinary action.
- Perform other related duties as assigned.
Qualifications
Required Education and Experience
- Bachelor’s degree in Computer Science, or a combination of education in a related field and equivalent work experience.
- 8–12 years of experience working with software and hardware in a casino or information technology environment.
- At least one year of technical customer support and troubleshooting experience.
- Experience with technical and operational technologies and issues related to product offerings and service solutions.
- Experience with software products, including Newave, Resort Advantage, and compliance and audit management.
- Knowledge of casino and gaming environments and requirements.
- Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint.
- Proficiency and experience with Microsoft Windows operating systems and software.
Preferred Qualifications
- External customer support experience.
- 0–2 years of experience managing processes, projects, or people.
- Database and data storage experience.
- Proficiency and knowledge of Microsoft SQL.
- Knowledge of call center technologies used in technical support.
- Systems administration and some programming experience.
Core Competencies and Professional Skills
- Team building, coaching and development, conflict management, business acumen, collaboration and teamwork, process management, composure, and resilience.
- Strong analytical skills and the ability to produce professional reports.
- Excellent written and verbal communication across all organizational levels, with a positive, respectful, and professional approach to customers, colleagues, management, and external organizations.
- Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines in a fast-paced, dynamic environment.
- High integrity, trustworthiness, and strict confidentiality.
- Ability to adapt to changing processes, performance standards, goals, and budget requirements; balance competing priorities; and apply logic, objectivity, and fairness in decision making.
- Ability to manage multiple tasks, from routine support to long-term projects, work autonomously under general direction with minimal to moderate supervision, and follow department and company policies.
Licensing Travel and Physical Requirements
- Ability to obtain required jurisdictional licensing.
- Ability to travel approximately 0–10%, or as business needs require, and support field personnel outside the main property as directed, with valid travel documentation and reliable transportation.
- Ability to work at the assigned location to support direct communication and collaboration, except when traveling for business.
- Ability to remain seated at a computer for extended periods in a limited workspace, perform repetitive keyboard, mouse, and telephone tasks, and sit, stand, or walk for extended periods.
- Ability to bend, reach, twist, squat, and occasionally lift up to 30 pounds.
- Ability to work primarily in a smoke-free office with low to moderate noise, with potential exposure to smoke, electrical shock hazards, and loud noise at customer sites.
IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their applying; however, only those selected to interview will be contacted.
Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.
IGT is the global leader in gaming.
Location:
NE Statewide, NE, US
Requisition ID: 19697
IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences—powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.
Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here.
Overview
The Manager Product Support leads technical support for internal and external customers, overseeing case resolution, escalations, and support documentation for company software and hardware. The role diagnoses complex issues, coordinates with internal teams on testing and product quality, and provides technical guidance and training to customers. It also manages and develops the support team, investigates emerging issues, and supports projects that meet customer needs and regulatory requirements.
Responsibilities
- Oversee the resolution of internal and external customer requests received through email, remote computer access, and telephone, managing escalated requests as needed.
- Review customer issues and communicate action items to internal teams to ensure prompt resolution.
- Troubleshoot, diagnose, and correct complex or escalated hardware and software issues.
- Oversee all customer support cases and maintain the company tracking system.
- Identify the appropriate channels and resources for resolving customer issues and inquiries.
- Coordinate collaboration between internal teams to resolve customer issues and respond to inquiries.
- Manage and maintain documentation for all support activities.
- Collaborate with internal teams on user acceptance testing and quality analysis for new software and updates.
- Provide customers with technical instruction on company software and hardware and present product training as needed.
- Communicate issues and software errors to internal teams and recommend solutions.
- Proactively investigate emerging issues, conduct preliminary analysis, and prepare detailed written reports for management as required.
- Work with cross-functional teams to achieve project objectives, communicate information across teams, and ensure products meet regulatory requirements.
- Direct the work of employees and manage personnel matters, including recruiting, hiring, training, scheduling, evaluating, coaching, and staff development. Recommend or initiate promotions, transfers, and disciplinary action.
- Perform other related duties as assigned.
Qualifications
Required Education and Experience
- Bachelor’s degree in Computer Science, or a combination of education in a related field and equivalent work experience.
- 8–12 years of experience working with software and hardware in a casino or information technology environment.
- At least one year of technical customer support and troubleshooting experience.
- Experience with technical and operational technologies and issues related to product offerings and service solutions.
- Experience with software products, including Newave, Resort Advantage, and compliance and audit management.
- Knowledge of casino and gaming environments and requirements.
- Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint.
- Proficiency and experience with Microsoft Windows operating systems and software.
Preferred Qualifications
- External customer support experience.
- 0–2 years of experience managing processes, projects, or people.
- Database and data storage experience.
- Proficiency and knowledge of Microsoft SQL.
- Knowledge of call center technologies used in technical support.
- Systems administration and some programming experience.
Core Competencies and Professional Skills
- Team building, coaching and development, conflict management, business acumen, collaboration and teamwork, process management, composure, and resilience.
- Strong analytical skills and the ability to produce professional reports.
- Excellent written and verbal communication across all organizational levels, with a positive, respectful, and professional approach to customers, colleagues, management, and external organizations.
- Ability to work accurately and efficiently, maintain attention to detail, and meet deadlines in a fast-paced, dynamic environment.
- High integrity, trustworthiness, and strict confidentiality.
- Ability to adapt to changing processes, performance standards, goals, and budget requirements; balance competing priorities; and apply logic, objectivity, and fairness in decision making.
- Ability to manage multiple tasks, from routine support to long-term projects, work autonomously under general direction with minimal to moderate supervision, and follow department and company policies.
Licensing Travel and Physical Requirements
- Ability to obtain required jurisdictional licensing.
- Ability to travel approximately 0–10%, or as business needs require, and support field personnel outside the main property as directed, with valid travel documentation and reliable transportation.
- Ability to work at the assigned location to support direct communication and collaboration, except when traveling for business.
- Ability to remain seated at a computer for extended periods in a limited workspace, perform repetitive keyboard, mouse, and telephone tasks, and sit, stand, or walk for extended periods.
- Ability to bend, reach, twist, squat, and occasionally lift up to 30 pounds.
- Ability to work primarily in a smoke-free office with low to moderate noise, with potential exposure to smoke, electrical shock hazards, and loud noise at customer sites.
IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their applying; however, only those selected to interview will be contacted.
Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.
IGT is the global leader in gaming.
See all Product Support Manager Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Product Support Manager roles.
Get Access To All JobsTips for Finding Visa Sponsorship as a Product Support Manager
Frame your degree as directly related
USCIS scrutinizes whether your degree field directly ties to product support management. A degree in computer science, information systems, or business information technology strengthens your specialty occupation case far more than a general business degree.
Target employers with LCA filing history
Use Migrate Mate to identify companies with verified Labor Condition Application filings for product support or operations roles. Employers who've filed before understand the process and are less likely to withdraw an offer over sponsorship complexity.
Verify prevailing wage before negotiating your offer
Your employer's LCA must certify a wage at or above the DOL prevailing wage for your location and role. Run the OFLC Wage Search for your metro area before salary discussions so you know the floor the employer is legally bound to meet.
Position SaaS or platform experience in your resume
Product Support Manager roles at software companies file LCAs under tighter specialty occupation scrutiny. Explicitly listing your experience managing technical support teams for a specific product type, not just general customer service, signals to hiring managers that your role qualifies.
Ask your offer letter to name your specific responsibilities
Generic job titles create H-1B RFE risk. Request that your offer letter or support letter details duties like product issue escalation workflows, cross-functional coordination with engineering, and data-driven support performance analysis, which substantiate specialty occupation status.
Check TN eligibility if you hold Canadian or Mexican citizenship
TN status covers computer systems analysts and management consultants under USMCA, and some Product Support Manager roles map to those categories. TN requires no lottery, no USCIS petition for Canadians entering at a port of entry, and is renewable indefinitely in three-year increments.
Frequently Asked Questions
Does a Product Support Manager role qualify as an H-1B specialty occupation?
It can, but the classification isn't automatic. USCIS evaluates whether the specific duties require a bachelor's degree in a directly related field. Product Support Manager roles tied to a technical product, involving cross-functional engineering coordination or platform-specific expertise, have a stronger specialty occupation argument than roles centered on general customer escalation or call center management.
Which visa types are realistic for a Product Support Manager seeking sponsorship?
H-1B is the most common path, though it requires winning the annual lottery. Australian nationals can apply for the E-3 visa, which has no lottery and is renewable indefinitely in two-year increments. Canadian and Mexican nationals may qualify for TN status under USMCA. All three require the role to meet specialty occupation criteria and an employer willing to file the necessary paperwork.
How do I find employers who actively sponsor Product Support Manager roles?
Migrate Mate lists U.S. employers with verified LCA sponsorship history for product and technical support roles, searchable by city and job category. This lets you focus your applications on companies that have already committed to the sponsorship process rather than pitching the idea from scratch during interviews.
Does my degree field matter for a Product Support Manager H-1B petition?
Yes, and it's one of the most common sources of RFEs for this job title. USCIS expects the degree to relate directly to the role, so computer science, information systems, computer engineering, or business information systems carry more weight than a general business or communications degree. If your degree field is adjacent rather than direct, your employer's support letter must connect your coursework to the specific technical duties in the role.
What happens to my visa status if I change employers while on H-1B as a Product Support Manager?
Once you're in H-1B status, you can start working for a new employer as soon as the new employer files your H-1B transfer petition with USCIS. You don't need to wait for approval before starting. The new employer must file a fresh LCA and I-129 petition, so confirming they've initiated the process before your last day with your current employer protects your status continuity.
What is the prevailing wage requirement for sponsored Product Support Manager jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.