Technical support L3

NCR Voyix; Philippines; On-site; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Cebu rice

Transport allowance

Medicine & clothing allowance

Job summary

NCR Voyix seeks a Technical Support L3 Engineer in Cebu City to provide technical support across software, platform services, and POS device interaction. You will handle IoT-enabled store systems in Windows and Linux hybrid environments, working with PSL, CTM, and JPOS standards.

You will collaborate with Engineering, DevOps, and Product teams to identify root causes, reproduce issues, and deliver actionable remediation steps in a 24x7 support setting.

Qualifications

• 2-4+ years in technical support, software 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 standards.
• Experience with device interaction layers such as CTM or similar platforms.

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 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-connected apps.
• Troubleshoot OPOS and JavaPOS integrations for POS peripherals.
• Investigate device lifecycle, state, and communication issues across CTM, PSL, device, or platform layers.
• Take ownership of incidents through resolution or engineering handoff.
• Provide clear diagnostic summaries to Engineering and DevOps teams with reproduction steps, logs, and probable root cause.
• Collaborate with Engineering, DevOps/SRE, Product Management, and platform/device teams.
• Maintain professional, proactive communication with customers and internal stakeholders.

Skills

Technical support

Troubleshooting

Windows

Linux

OPOS/JavaPOS

POS hardware

IoT

Log analysis

Communication

Collaboration

Tools

CTM

PSL

Kubernetes

Java

OPOS

Job description

We have an active opening for Technical support L3, Full time with NCR Voyix_Cebu city IT Park.

Experience: 3-6yrs

Allowances: Cebu rice, transport, Medicine & clothing

Organization: NCR Voyix - Retail Applications

Role Level: Software Support Engineer / Technical Support Engineer

Technology Focus: IoT, CTM, OPOS/JPOS, WSL, Windows & Linux

Role Overview

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. This rotation helps the engineer build broad product knowledge, strengthen troubleshooting skills, and develop specialist knowledge over time within one of the world's leading retail SaaS companies.

The successful candidate will be part of a 24x7 support organization.

Product Pod Rotation Model

• Operate within a multi-pod support structure aligned to NCR Voyix retail product domains, such as POS, Self-Checkout, platform services, device layers, web services, and payment.
• Build practical technical knowledge within each pod
• Understand how applications, platform services, and device layers interact
• Contribute to investigations within each assigned pod
• Share knowledge between pods and reduce single-point expertise risk
• Support pod readiness for new product introductions, platform changes, and technology rollouts

Key Responsibilities

Technical Support & Investigation

• 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
• Support POS peripherals and device-level driver issues
• Troubleshoot OPOS and JavaPOS (JPOS) integrations for POS peripherals, including scanners, printers, cash drawers and recyclers, scales, PIN pads, and payment devices
• Investigate device lifecycle, state, and communication issues across CTM, platform services, and OS layers
• Work across hardware-software boundaries to help determine whether failures originate in the physical device, driver / OPOS / JPOS layer, platform services, or application logic
• 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
• Collaborate with Engineering, DevOps / SRE, Product Management, and platform and device teams
• Maintain professional, proactive communication with customers and internal stakeholders

Escalation & Problem Management

• Escalate issues with appropriate evidence and context, in line with defined escalation paths
• Identify recurring patterns across CTM, PSL, device, or platform layers and contribute to Problem Management
• Support service improvements that reduce repeat incidents and improve platform and device stability

Documentation & Knowledge Sharing

• Create and maintain technical documentation, including knowledge articles, troubleshooting guides, and platform or device interaction notes
• Share knowledge with Level 1 and Level 2 engineers on troubleshooting techniques, log analysis, and POS device interaction fundamentals
• Support cross-training, pod rotations, and readiness for new products, platform changes, and technology rollouts

Skills & Experience

• analyze, Engineering, or equivalent practical experience
• 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
• Experience with NCR Voyix CTM architecture and device orchestration
• Experience supporting Platform Services Layer (PSL) or similar platform frameworks
• Exposure to Self Checkout (SCO) or high-volume POS environments
• Familiarity with IoT messaging patterns, such as MQTT-based systems
• Familiarity with cloud-native or microservices architectures
• Exposure to Kubernetes or containerized edge platforms
• Development or code-level debugging exposure, such as C# or Java

Core Competencies

• Strong analytical and problem-solving capability
• Ownership and accountability for customer outcomes
• Ability to work in complex technical environments with appropriate support and guidance
• Professional, confident, and customer-focused communicator
• Collaborative, team-oriented mindset
• Commitment to continuous learning and skill expansion across product pods