Technology Specialist

ncr voyix; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

NCR Voyix in the Philippines seeks a Senior Support Engineer to operate at the advanced end of our support organization, owning the most challenging incidents across multi-technology environments.

The role spans IoT, relational and non-relational databases, cloud platforms, and messaging infrastructure, with cross-functional collaboration to resolve complex issues and drive improvements. You will mentor engineers and participate in 24x7 support readiness.

Qualifications

• Bachelor's degree in CS, Engineering, or equivalent.
• 3-5+ years in senior technical support or systems engineering.
• Strong English communication.
• Experience with Windows/Linux and cloud platforms.

Responsibilities

• Own the most complex high-severity incidents and lead investigations.
• Analyze logs, telemetry, and traces to identify root causes.
• Collaborate with Engineering, DevOps, and product teams.
• Provide diagnostic summaries with evidence and steps for replication.

Skills

Windows

Linux

English communication

Log analysis

Root-cause analysis

SRE/DevOps mindset

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

Docker

Kubernetes

MongoDB

Redis

Elasticsearch

ServiceNow

Job description

The Senior Support Engineer operates at the advanced end of the support organization, providing deep technical investigation and resolution capability across complex, multi-technology environments. This role sits at the boundary between support and engineering, owning the most challenging incidents and acting as a technical authority across the teams it serves.

The engineer works across a broad technology stack including IoT-connected systems, relational and non-relational databases, cloud platforms, messaging infrastructure, and enterprise application layers, and is expected to apply structured diagnostic thinking regardless of the technology domain.

Operating within a pod rotation model, the Senior Support Engineer builds deep specialist expertise across defined technology areas over time, developing into a well-rounded technical SME capable of leading investigations across the full portfolio.

The role operates within a 24x7 support organization.

Pod Rotation Model

The Senior Support Engineer operates within a multi-pod support structure, aligned to defined technology and product domains. Rotation across pods enables the engineer to:

• Build deep technical expertise within each domain
• Understand interdependencies between application, platform, data, and infrastructure layers
• Act as a senior technical contributor within each assigned pod, leading investigations and mentoring
• Carry knowledge forward between pods, reducing single-point-of-expertise risk
• Support pod readiness for new product introductions, platform changes, and technology rollouts

Key Responsibilities

Advanced Technical Support

• Own the most complex and high-severity escalated incidents, providing structured, evidence-led investigation
• Diagnose issues spanning multiple technology layers: application, database, operating system, network, API, IoT/edge, and cloud
• Analyse logs, telemetry, database diagnostics, API traces, and system-level output to identify root cause
• Reproduce issues in controlled or lab environments to validate hypotheses and confirm fixes
• Provide interim workarounds and long-term remediation recommendations where engineering changes are required
• Support IoT-connected systems and edge infrastructure, ensuring stable communication between devices, middleware, platform services, and cloud layers

Database & Data Layer Support

• Investigate database-level issues across relational platforms (e.g., SQL Server, PostgreSQL, MySQL) and non-relational platforms (e.g., MongoDB, Redis, Elasticsearch)
• Analyse query performance, indexing strategies, locking and blocking behaviour, schema integrity, and data consistency issues
• Identify and document application-to-database interaction defects for escalation to engineering
• Support data migration, patching, and upgrade activities where they intersect with customer-impacting incidents
• Understand and troubleshoot ORM behaviour, connection pooling, and transaction management where relevant to investigation

IoT & Connected Systems

• Support IoT-enabled environments including edge devices, on-premise gateways, and cloud-connected endpoints
• Troubleshoot device connectivity, state management, and communication failures across IoT stacks
• Diagnose messaging infrastructure issues (e.g., MQTT, AMQP, event bus patterns) and their downstream impact on system behaviour
• Identify firmware, driver, or OS-level contributions to device failures and escalates with complete diagnostic context
• Understand edge-to-cloud data flows and the failure modes that can occur at each layer
• Retain end-to-end ownership of assigned incidents through to resolution or formal engineering handoff
• Provide clear, high-quality diagnostic summaries to Engineering and DevOps teams, including reproduction steps, logs, evidence, and probable root cause analysis
• Collaborate closely with Engineering, DevOps/SRE, Product Management, and platform teams
• Maintain strong, proactive communication with customers, reinforcing confidence and ownership throughout the incident lifecycle

Escalation & Problem Management

• Escalate issues only after full technical investigation and in line with defined escalation paths
• Identify recurring patterns across application, data, device, or infrastructure layers and feed findings into Problem Management
• Contribute to long-term service improvements that reduce repeat incidents and improve platform stability
• Participate in post-incident reviews and ensure learnings are captured and shared

Documentation, Knowledge & Technical Leadership

• Produce high-quality technical documentation including knowledge articles, troubleshooting guides, and platform interaction references
• Mentor and coach Level 1 and Level 2 engineers in advanced troubleshooting techniques, log analysis, and diagnostic discipline
• Act as a technical escalation point within the support organisation and assigned product pods
• Support cross-training, pod rotations, and readiness for new products, platform changes, and technology rollouts

Skills & Experience

Required

• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
• 3-5+ years in a senior technical support, software support, or systems engineering role
• Strong experience with Windows and/or Linux operating systems
• Demonstrable experience investigating relational database issues (query analysis, performance, integrity)
• Exposure to IoT concepts, edge computing, or connected device environments
• Ability to analyse complex logs, API traces, diagnostics, and system telemetry
• Strong written and verbal communication skills in English
• Experience with NoSQL databases (MongoDB, Redis, Elasticsearch, or similar)
• Familiarity with cloud platforms (AWS, Azure, GCP) and cloud-native architectures
• Exposure to containerisation and orchestration (Docker, Kubernetes)
• Understanding of messaging protocols (MQTT, AMQP, Kafka, or similar)
• Networking fundamentals: TCP/IP, DNS, TLS, proxies, and firewalls
• Development or code-level debugging experience (e.g., Python, C#, Java, PowerShell)
• Experience in enterprise or distributed systems environments
• Familiarity with ITSM platforms such as ServiceNow

Core Competencies

• Deep analytical and root-cause analysis capability across multiple technology domains
• Strong ownership and accountability for customer outcomes
• Ability to operate effectively in complex, ambiguous technical environments
• Professional, confident, and customer-focused communicator
• Collaborative, team-oriented mindset
• Commitment to continuous learning and skill expansion across pods and technology areas

This role provides strong progression pathways into:

• DevOps / Site Reliability Engineering
• Principal Support Engineering
• Technical Leadership roles within the organisation

The Senior Support Engineer sits within the structured support model: Level 1 (intake and resolution) - Level 2 (deep investigation) - Senior Engineer / Level 3 (technical authority and complex RCA) - Engineering and platform roles.