Technical Support Engineer

2 weeks ago

Newcastle upon Tyne, United Kingdom Sage Full time
Job Title

Technical Support Engineer

Job Description

Get ready... Because you're about to embark on an AI mission to revolutionise small business and accounting practices.
Sage Copilot isn't just an AI-powered tool. We're developing a game changer. A tool that will help customers streamline their tasks, boost their efficiency, and unlock new opportunities. Making it a trusted business partner, the likes of which they've never seen.
And you'll be at the forefront of its development, as part of a global team, who can't wait to collaborate and innovate with you.
We're working on a truly groundbreaking product. So, is this your next technology job? No-that doesn't do it justice. This is the future realised-for you, for our customers, and for the shape of technology as we've dreamed it.

Key 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.

Function

Product

Country

United Kingdom

Office Location

Newcastle

Work Place type

Hybrid

Advert

Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at careers@sage.com .
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/

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