Software Support Specialist – Philippines

Software Support Specialist – Philippines

ABOUT dataPARC

At dataPARC, we don’t just make software – we make manufacturers’ lives easier by getting information to people in a way that it can quickly be used to solve problems. Improving industrial operations is what we do, and dataPARC is how we do it.

Over the past 25 years, we’ve built a reputation for delivering the most intuitive and easy‑to‑use manufacturing decision support system available. Our customers love us, and many have even joined our team.

We’re a forward‑thinking company, always looking for employees who bring fresh perspectives and new ideas to our space. While we’re known for our expertise in industrial analytics, we’re also a team that values diversity, inclusivity, and collaboration. If you’re dedicated to making a difference in manufacturing, we want to hear from you.

dataPARC is a division of Capstone Technology, part of the BTG Group, a subsidiary of the Voith Group.

GENERAL SUMMARY

We are looking for a Software Support Specialist based in the Philippines. Full training on dataPARC software will be provided, and the selected candidate will be expected to develop deep expertise in dataPARC software, becoming a highly proficient resource for customers and internal teams alike. We are looking for candidates with strong technical foundations rather than prior historian experience. This role suits someone who is proactive, highly accountable, and solution‑oriented, with a minimum of 5 years of relevant experience. This is a full‑time role focused on end-to‑end ownership of technical support cases, from initiation through to successful resolution. The selected candidate will directly engage with customers to troubleshoot issues, manage cases, and ensure timely resolutions. In addition to case handling, the support specialist will lead technical projects, including server migrations and version rollouts, collaborating with client cross‑functional teams such as IT, Engineering, and Operations to ensure seamless implementation.

This role requires hands‑on problem‑solving and independent case management, along with the technical leadership needed to oversee customer interactions and project outcomes. Note: This is an individual contributor role with no managerial responsibilities.

LOCATION — This position is fully remote (work from home). Candidates must be based near Metro Manila, Cebu City, or Davao City. As there is no physical office, candidates are required to have a dedicated home office setup with a reliable high‑speed internet connection.

Responsibilities

• Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
• Take full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution.
• Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
• Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
• Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application‑side tasks from initiation to completion.
• Develop proficiency in SQL Server Administration, T‑SQL scripting, and VBA scripting as needed.
• Create and document detailed solutions for technical issues, ensuring clear communication of technical solutions.
• Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
• Provide training to customers on product functionality and customization to empower effective product use.
• Maintain accurate time tracking for project management and billing purposes.
• Mentor junior team members, setting a strong example of technical expertise and customer service.
• Handle escalations, provide critical support for high‑impact issues.
• Meet or exceed performance metrics related to case resolution and customer satisfaction.
• Maintain detailed and accurate work log notes for all cases and projects, ensuring complete documentation of actions taken, progress made, and next steps.
• Demonstrate diligence in customer follow‑ups, adhering to both internal and external SLAs to ensure timely communication and resolution at every stage of a case.
• Foster a positive, collaborative team culture and participate in an on‑call rotation for after‑hours support as needed.
• Participate in an on‑call rotation for after‑hours support as required. Given the nature of supporting a global 24/7 customer base, after‑hours availability may occasionally be needed outside of th