Support Engineer: Incident Resolution & Customer Care

Diebold Inc.; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Diebold Nixdorf in the Philippines seeks a Maintenance and Support Engineer to provide technical support across DN software applications, analyze and resolve incidents, and ensure SLA compliance while guiding customers to a successful closure.

The role collaborates with development and M&S teams, communicates clearly, and mentors less experienced staff, delivering enterprise-level assistance and driving customer satisfaction.

Qualifications

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant Maintenance and Support Engineering experience.
• Good business English skills (Written and spoken).

Responsibilities

• Handles or assists with most support requests; SLAs addressed and resolved in a timely and accurate manner.
• Facilitating joint resolution and testing with the development team, M&S team members and others as required.
• Incident ownership, monitoring, tracking and communication.
• May provide technical advice and support for less experienced team members.
• Joins bridge calls with customer to request information and inform about tickets status.
• Clear communication with other involved teams (including product development/engineering).

Skills

Technical support

Business English

Education

Diploma or equivalent work experience

Job description

Diebold Nixdorf in the Philippines seeks a Maintenance and Support Engineer to provide technical support across DN software applications, analyze and resolve incidents, and ensure SLA compliance while guiding customers to a successful closure.

The role collaborates with development and M&S teams, communicates clearly, and mentors less experienced staff, delivering enterprise-level assistance and driving customer satisfaction.