Tech specialist L3 Support

NCR COMMERCE PHILIPPINES INC.; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix in Cebu seeks a Software Support Engineer to provide technical support across software, platform services, and POS hardware interactions in a 24x7 retail environment.

You will collaborate with Engineering, DevOps, and Product teams to diagnose root causes, reproduce issues, and deliver effective workarounds and fixes. Strong problem-solving and communication skills are essential, with experience in OPOS/JavaPOS and CTM preferred.

Qualifications

• 2-4+ years in technical support or production support.
• Experience supporting enterprise retail or distributed systems.
• Good troubleshooting skills across Windows and Linux OS.
• Experience supporting POS hardware and peripheral devices.
• Strong written and verbal communication; ownership and accountability for outcomes.

Responsibilities

• Investigate high-severity and complex escalations with guidance where required.
• Understand interactions between brokers, POS, UI/UX systems, backend services, and cloud-based services.
• Diagnose issues spanning configuration, installation sequencing, environment blockers, hardware behavior, and defects.
• Analyze logs, platform diagnostics, API interactions, CTM traces, and OS telemetry to identify root cause.
• Reproduce issues in controlled environments to validate findings and confirm fixes.
• Provide clear workarounds and remediation recommendations when engineering changes are required.
• Support IoT-enabled edge systems and maintain stable communication between in-store devices, CTM, platform services, and cloud applications.
• Troubleshoot OPOS and JavaPOS integrations for POS peripherals.

Skills

Technical support

Troubleshooting

Log analysis

Root cause analysis

Communication

Ownership

Tools

OPOS

JavaPOS

CTM

Windows

Linux

WSL

Job description

About the role

The Software Support Engineer provides technical support and investigation for NCR Voyix retail solutions, working across software, platform services, operating systems, API interaction, and POS device interaction. This role supports customer-impacting incidents involving IoT-enabled store systems, Windows and Linux hybrid environments through WSL, NCR Voyix Platform Software for Linux (PSL), and CTM, NCR Voyix's software responsible for POS hardware interaction using OPOS and JavaPOS (JPOS) standards. The engineer investigates issues, works with more senior support engineers, Engineering, DevOps, and Product teams, and helps identify root cause for platform- and device-level behavior across live retail environments. The role operates within a structured product pod model, rotating across defined sets of NCR Voyix retail products and platforms.

Key responsibilities

• Investigate high-severity and complex escalations with guidance where required
• Understand interactions between brokers, Point of Sale, consumer UI/UX systems, backend services, and cloud-based services
• Diagnose issues spanning configuration, installation sequencing, environment blockers, hardware and peripheral behavior, and software or platform defects
• Analyze application logs, platform diagnostics, API interactions, CTM traces, and OS-level telemetry to help identify root cause
• Reproduce issues in controlled environments to validate findings and confirm fixes
• Provide clear workarounds and remediation recommendations when engineering changes are required
• Support IoT-enabled edge systems and help maintain stable communication between in-store devices, CTM, platform services, and cloud-connected applications
• Troubleshoot OPOS and JavaPOS (JPOS) integrations for POS peripherals, including scanners, printers, cash drawers and recyclers, scales, PIN pads, and payment devices
• Take ownership of assigned incidents through resolution or formal engineering handoff
• Provide clear diagnostic summaries to Engineering and DevOps teams, including reproduction steps, logs and evidence, and probable root cause

About you

• 2-4+ years in technical support, software support, application support, or production support
• Experience supporting enterprise retail, POS, or distributed systems
• Good troubleshooting skills across Windows and Linux operating systems
• Experience supporting POS hardware and peripheral devices
• Hands-on exposure to OPOS and/or JavaPOS (JPOS) standards
• Experience with device interaction layers such as CTM or equivalent platforms
• Ability to analyze logs, diagnostics, and telemetry
• Strong written and verbal communication skills
• Strong analytical and problem-solving capability
• Ownership and accountability for customer outcomes

About us

NCR Voyix is one of the world's leading retail SaaS companies, operating within a 24x7 support organization with a structured product pod model supporting retail product domains such as POS, Self-Checkout, platform services, device layers, web services, and payment.