Global Software Support Engineer - Industrial Automation

CPC - Colder Products Company; Makati; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Dover Imaging & Identification (DII) is establishing a new Philippines hub to provide advanced software support for industrial automation solutions used by manufacturers worldwide. You will troubleshoot complex software that integrates production lines, printers, databases and ERP systems across industries such as F&B, Pharmaceutical and Consumer Goods.

You’ll work with regional and global teams, handle incidents, and build strong customer relationships while expanding your technical skills in

Qualifications

• Technical education or relevant experience in Engineering, IT, Computer Science or related field.
• 2+ years of experience in software support, software development or technical application support.
• Experience with VB.NET and C#.
• Intermediate knowledge of SQL or similar database query languages.
• Understanding of Windows environments, networking and server-client software structures.
• Strong analytical and troubleshooting skills with ability to work under pressure and prioritize tasks.
• Excellent communication skills and reasoning ability.
• Ability to work independently while collaborating within an international team.
• Excellent English proficiency (spoken and written).
• Flexibility to work shifts to support customers across different time zones.
• Willingness to participate in a compensated on-call rotation.
• Availability to travel for project-related activities or training (<5%).

Responsibilities

• Act as the first point of contact for software related support requests from regional and international customers.
• Troubleshoot complex software issues and provide accurate, timely resolutions.
• Investigate incidents involving applications, databases, servers and industrial communication.
• Develop your technical skills in tools such as VB.NET, SQL, and industrial communication protocols (e.g., OPC/PLC) to analyze and solve incidents.
• Build strong, trust-based relationships with customers through proactive and clear communication.
• Manage support cases via phone, email and ticketing system while meeting SLA expectations.
• Collaborate with global colleagues (Support, Engineering, Project Management) to investigate and resolve complex issues.
• Document investigations, resolutions and best practices to continuously improve the team's knowledge base.
• Continuously expand your technical knowledge through training and hands-on experience.
• Identify and prioritize issues appropriately.
• Support software deployments and customer implementations when required.
• Perform other duties as required to support the team.

Skills

VB.NET

C#

SQL

English

Education

Engineering/IT/CS background

Job description

Dover Imaging & Identification (DII) is establishing a new Philippines hub to provide advanced software support for industrial automation solutions used by manufacturers worldwide. You will troubleshoot complex software that integrates production lines, printers, databases and ERP systems across industries such as F&B, Pharmaceutical and Consumer Goods.

You’ll work with regional and global teams, handle incidents, and build strong customer relationships while expanding your technical skills in