Customer Support & Success Software Support Engineer – Vehicle Technology Cebu, Philippines
AMCS Group
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Benefits offered by this job
Job summary
AMCS Group is seeking a Software Support Engineer – Vehicle Technology to join the Global Customer Support Team. You will provide technical support for in-cab devices, on-vehicle hardware, mobile apps, and the supporting servers, helping to resolve software and hardware questions and incidents.
You will work with a strong customer-service mindset, assess and monitor support requests, and communicate effectively with stakeholders.
Qualifications
- A degree in Business Information Systems, Computer Science, Business Analytics, Information Technology, or a related discipline, or equivalent relevant experience.
- Excellent written and spoken English, with clear communication to customers and stakeholders.
- Strong analytical and critical-thinking skills for problem-solving.
- Confidence working with logs and diagnostic data to identify patterns.
- Hands-on experience troubleshooting hardware, devices, and peripherals.
- Experience deploying Android applications on devices.
- Working knowledge of servers and networking (Windows/Linux).
- Basic SQL skills for queries and investigations.
- Proficiency in MS Office (Word, Excel).
- Ability to manage multiple cases and work in a global team.
Responsibilities
- Manage assigned cases in line with service standards and targets.
- Engage with customers to gather information for incidents.
- Troubleshoot hardware and in-cab devices with partners to diagnose faults.
- Deploy and troubleshoot Android apps on devices using Mobi and APKs.
- Use Mobi to manage customer devices and remote troubleshooting.
- Monitor servers and services behind vehicle technology solutions and escalate issues.
- Analyze customer operations to identify hardware and software issues.
- Use diagnostic tools and logs for root-cause analysis.
- Document issue history, steps, conclusions, and resolution clearly.
- Explain conclusions to customers and internal teams.
- Collaborate with Product, Development, and Hardware teams to report defects and improvements.
- Validate resolved issues.
Skills
Education
Tools
Job description
At AMCS, sustainability means business — and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.
We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.
Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what’s possible and work on technology that makes a measurable difference — for our customers, our communities and the planet
The Software Support Engineer – Vehicle Technology will be part of the Global Customer Support Team, providing technical support for our vehicle technology solutions, including in-cab devices, on-vehicle hardware, mobile applications, and the servers that support them, and helping to resolve software and hardware-related questions and incidents.
This role requires a strong customer-service mindset and the ability to accurately assess, assign, and monitor support requests.We are looking for a conscientious and analytical professional who can work independently, communicate confidently with stakeholders, and use diagnostic tools, data, and modern tools, including AI, to investigate issues and identify effective solutions.
This opportunity would suit a professional looking to develop their hardware and software troubleshooting, technical investigation, and customer support skills within a global software and technology environment.
- Manage assigned cases in line with established service standards, response targets, and case-handling procedures.
- Engage directly with customers to gather the information needed to understand application questions and incidents.
- Troubleshoot vehicle-installed and in-cab hardware, including tablets, mobile devices, cameras, sensors, and related peripherals, working with customers and field or hardware partners to diagnose faults and arrange repair or replacement.
- Deploy, update, and troubleshoot Android applications (APKs) on customer devices, including side-loading, version control, and device configuration, using Mobi.
- Use Mobi, our mobile device management (MDM) tool, to manage customer devices and to connect remotely to devices to troubleshoot and resolve issues.
- Support and monitor the servers and services behind vehicle technology solutions, including checking connectivity, services, logs, and basic configuration, and escalating infrastructure issues appropriately.
- Analyse customer operations and vehicle workflows to identify hardware faults, configuration issues, connectivity problems, and differences between customer processes and expected software behaviour.
- Use diagnostic tools, device and server logs, application-monitoring tools, basic SQL queries, and approved AI tools to investigate issues and support root-cause analysis.
- Maintain clear and accurate case records covering the issue history, investigative steps, conclusions, and resolution.
- Explain business and technical conclusions clearly to customers and internal Product and Development teams.
- Collaborate with Product, Development, Implementation, and Hardware teams to communicate customer requirements, report defects, and recommend improvements.
- Validate resolved issues when necessary to confirm that the reported problem has been fully addressed.
- A degree in Business Information Systems, Computer Science, Business Analytics, Information Technology, or a related discipline, or equivalent relevant experience.
- Excellent written and spoken English, with the ability to communicate clearly and professionally with customers and business stakeholders and explain technical findings in an accessible, non-technical way.
- Strong analytical and critical-thinking skills, with the ability to break down complex problems and investigate them methodically.
- Confidence working with logs and diagnostic data to identify patterns, question anomalies, and draw informed conclusions.
- Practical, hands-on experience troubleshooting hardware, devices, and peripherals, including diagnosing faults and managing configuration.
- Experience deploying and managing Android applications (APKs) on devices.
- Working knowledge of servers and networking, including connectivity, services, and log analysis (Windows Server and/or Linux).
- Basic SQL skills to run simple queries and support investigations.
- Proficiency in Microsoft Office applications, particularly Word and Excel.
- Ability to manage and prioritise multiple cases and competing demands.
- Ability to work effectively both independently and as part of a globally distributed, cross-functional team.
- A solid understanding of how vehicle technology and enterprise software solutions operate within customer environments.
- Experience working in a customer support, technical support, or other customer-facing service environment.
- Experience with Mobi, or similar mobile device management (MDM) and remote device support tools.
- Experience using Salesforce or a similar CRM or case-management platform.
- Experience with Android devices and remote troubleshooting of mobile devices.
- Experience with vehicle telematics, GPS, CAN bus, or on-vehicle hardware and sensors.
- Familiarity with AI tools, such as Copilot or Claude, for analytical or investigative tasks.
- Basic scripting or programming knowledge (for example PowerShell, Bash, Python, or C#) to support diagnostics and automation, together with a basic understanding of software development and delivery practices, such as Agile methodologies and sprint-based working.
- Familiarity with Microsoft Azure, Application Insights, and cloud-hosted server environments.
- Azure Fundamentals certification.
- ITIL v3 or v4 Foundations certification.
- Experience with Windows Server, Linux, networking, or server administration, and relevant certifications such as CompTIA A+, Network+, or Server+.
- Hybrid working model that supports flexibility and collaboration.
- Day 1 healthcare coverage for you and up to three dependents.
- 25 annual leave days.
- Transportation support through our shuttle service.
- Free onsite meals and coffee.
- Allowances and employee benefits designed to support your wellbeing.
- Continuous learning and professional development opportunities.
- Global collaboration and exposure across teams and regions.
- The opportunity to work on technology that helps create a more sustainable future.
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