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
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