Technical Support Specialist

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Sage Full time

Job Title: Technical Support Specialist

Job Description:

Sage Copilot is a game-changing AI-powered tool that's revolutionizing small business and accounting practices. As a Technical Support Specialist, you'll be at the forefront of its development, working with a global team to collaborate and innovate.

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.

Requirements:

  • 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.

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