Tech specialist L3 Support
Salary: ₱25,000 – ₱37,000 per month
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.