Overview

Technical Support Engineer role at Sage. Hybrid position - you will work 3 days a week from our Manchester office.

Responsibilities

• Handle advanced technical troubleshooting, quality assurance, and directly resolve escalated bugs at a Tier 3 level, with a primary focus on Sage Copilot
• Provide comprehensive support for Integrators during hyper care processes and feature releases
• Serve as a bridge between product and support teams to ensure timely and accurate issue resolution
• Conduct initial technical investigations and triage of escalated bugs, issues, and inquiries
• Resolve complex technical issues by applying in-depth coding knowledge and expertise with C# and MySQL
• Gain a deep understanding of the various architectures within the product suite to accurately identify the necessary databases and components for effective resolution
• Recommend alternative solutions that optimize customer time and money
• Enhance customer experience and operational efficiency through timely issue resolution
• Support integrators, facilitating the integration of various Sage products with SXP to deliver a seamless, one-platform suite experience
• Monitor and review logs, errors, and performance around bugs and issues, providing recommendations to improve system quality
• Maintain code quality and scalability through clean, well-structured, and testable code; conduct code reviews and provide constructive feedback to team members

What we are looking for

• Experience in diagnosing and resolving complex technical issues, with a strong background in software/application support, and proficiency in C# and MySQL to effectively address and resolve these issues
• Proven ability to address and escalate bugs, ensuring effective resolution in high-pressure environments
• Experience working as a liaison between product development and support QA teams to ensure smooth issue resolution
• Skills in supporting and integrating software products within a unified platform, enhancing overall system functionality
• Proficiency in writing clean, scalable code, conducting code reviews, and monitoring system logs to identify and resolve issues
• Strong problem-solving abilities with a focus on optimizing customer experience and staying current with industry best practices and technologies

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development