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.

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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 OSplatforms.
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 customerservice.
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 the standard Thursday–Monday schedule to address critical cases orongoing projects.
Participate in all training relevant to department or position.
Responsible for own personal safety, the safety of the team and those around you.
Work in accordance with and enforce compliance with all Voith, BTG, dataPARC policies (ex: Safety, Code of Conduct, Commercial Policy, Security Policy and Export Compliance).

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Organizational Responsibility Statement

Responsible for personal safety and the safety of the team. In addition to the job-specific responsibilities listed above, all employees are expected to support and model BTG's Code of Conduct and support BTG's Values: Innovative, Reliable, Fair, Sustainable, and Ambitious. Employees will be held accountable for knowledge and practical application of these principles.

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Supervisory Responsibility

This position does not have direct supervisory responsibility.

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Required Knowledge, Skills, and Abilities

Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
Expertise in taking full case ownership, with hands-on troubleshooting skills and the ability to guide customers effectively.
Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
Familiarity with Active Directory, Group Policy, and TCP/IP networking.
Exemplify patience, empathy, and clear communication, particularly in high-stress or high-priority situations.
Strong communication, documentation, and organizational skills, with an emphasis on detail-oriented case follow-through.
Excellent customer service approach, balancing technical expertise with a collaborative attitude.
Proficiency in SQL Server Administration and T-SQL scripting, or strong demonstrated willingness and ability to develop this skill quickly.
Ability to communicate effectively with both technical users (IT, engineers) and non-technical users (operators, plant personnel) in industrial settings.

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Schedule:

Thursday through Monday: 8:00 AM to 5:00 PM (Philippine Standard Time, PHT)
These hours are structured to support Capstone's 24/7 support model, serving customers across the globe.
Schedule is subject to change based on business needs and operational requirements. Advanced notice will be provided for any shift adjustments.
This role requires schedule flexibility. Active cases, ongoing projects, or critical customer situations may require availability outside of standard hours. The ability to adapt to shifting demands is essential to success in this role.

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Languages:

Required: English – Fluent

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Preferred Education/Experience:

Bachelor's Degree (Preferred: Computer Science)
Experience working with Time Series Historians (e.g., dataPARC, AVEVA PI, Aspen IP.21,Honeywell)
Familiarity with industrial or operational technology (OT) environments such as manufacturing, oil & gas, chemicals, utilities, or pulp & paper.

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Physical conditions/Working Environment

Requires prolonged sitting and/or frequent mobility.
Travel up to 60%.
Occasional lifting to 20 lbs.
Requires manual dexterity to operate keyboard, calculator, and other office equipment.
Requires normal range of visual and hearing.

RECRUITMENT PRIVACY NOTICE:

Please note, before applying to a BTG/Capstone job posting or sending us your resume/CV, kindly refer to BTG's Recruitment Privacy Notice which is available on our website at https://www.btg.com/btgs-recruiment-policy/

We thank you for the interest in BTG/Capstone; however only those candidates selected for an interview will be contacted.