Senior Tech Specialist - Retail and IoT
On-siteCebu City, Central Visayas, Philippines
Job Summary
Investigate high-severity escalations for IoT-enabled retail systems, diagnosing issues spanning configuration, hardware peripherals, and cloud-based services. Analyze application logs, CTM traces, and OS telemetry to identify root causes across Windows and Linux hybrid environments. Support POS device interactions, including OPOS and JPOS integrations for scanners, printers, and payment hardware, while collaborating with Engineering, DevOps, and Product teams to validate findings and provide remediation recommendations. Operate within a 24x7 support organization rotating through defined product pods to build broad technical knowledge and reduce single-point expertise risk. Maintain diagnostic documentation and share troubleshooting techniques with Level 1 and Level 2 engineers to improve platform stability and support readiness.
Required Qualifications
- 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
- 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
- Must be able to work in a 24x7 support organization
- Must be able to lift 50 lbs
Desired Qualifications
- 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
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