Posted: 8h ago
The role
To deliver expert Level 2 technical support and enablement for Sage X3, ensuring UKI partners receive a high-quality, professional, and solution-focused experience while contributing to knowledge development and continuous improvement across the global Sage organisation. This role sits within an exciting period of growth for Sage Enterprise within the UK and offers the opportunity to join a world-class support team focused on Sage X3. Product training on Sage X3 will be provided, enabling you to develop deep expertise in areas of the Sage X3 technical platform. Hybrid - 3 days in our Newcastle office (global headquarters) Key accountabilities and decision ownership: - Customer & Partner Support (Level 2) - Provide post-sales, office-based Level 2 technical product support for Sage X3. - Primarily support Sage UKI business partners, resolving complex technical platform issues beyond Level 1 capability. - Take ownership of cases to ensure first-time resolution where possible, or clear and structured follow-up plans. - Manage demanding or sensitive partner situations, including leading conference calls and coordinating investigations across teams. - Raise high-quality product defect and enhancement reports containing accurate descriptions and reproducible steps. - Ensure excellent written and verbal communication, applying diplomacy and professionalism at all times. Skills, know-how and experience: Must have: - logical diagnostic, and problem-solving skills with the ability to think innovatively. - Experience in technical support or second-line support within service-level frameworks. - Experience supporting ERP or complex enterprise business systems. - Working experience with Microsoft Windows Server, Virtual Machines, and Networking & SAAS Applications. - Working experience with relational databases (Microsoft SQL Server and/or Oracle). - Strong understanding of Microsoft Office, web architecture, browsers, and internet technologies. - Excellent written and verbal English communication skills. - Ability to prioritise and manage workload effectively in a deadline-driven environment. - Self-motivated, resourceful, and a strong team player. - Experience managing customer or partner situations with tact and diplomacy. Knowledge & Enablement: - Contribute to internal and external enablement through creation of technical blogs for the Sage X3 Community Hub. - Document complex technical issues and resolutions within the Knowledge Base. - Produce internal and external solution documentation to improve partner capability. - Participate in partner enablement days, delivering presentations and knowledge-sharing sessions. - Develop Subject Matter Expert (SME) capability and collaborate with colleagues globally. - Leverage AI tools appropriately to enhance troubleshooting efficiency, documentation quality, and knowledge sharing Preferred: - Degree in Computer Science, Information Science, Business, or related field. - Experience using or supporting Sage X3 or other Sage products. - Experience supporting ERP systems such as Oracle Financials, Exchequer, Navision, or SAP. - Knowledge of Web Services, SOAP/XML. - Experience with Crystal Reports. - Experience with 4GL or other programming languages. - Exposure to cloud hosting environments. - Knowledge of GraphQL framework. - Experience with MongoDB, Node.js, JavaScript, or TypeScript. - Familiarity with AI technologies and their application in enterprise support environments. Your benefits: - Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage. - 25 days of paid annual leave with the option to buy up to another 5 days - 8 bank holiday days - Paid 5 days yearly to volunteer through our Sage Foundation - 50% income protection - Holiday buy sell - Comprehensive health, dental, and vision coverage - Work away scheme for up to 10 weeks a year - Ongoing training and professional development - Hybrid working - Healthy Mind app membership - Access to various helpful memberships for finances, health and wellbeing \LI-AD1 Customer Operations United Kingdom Newcastle Hybrid 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/ Product Support Specialist Job Description : Key Responsibilities : Function : Country : Office Location : Work Place type : Advert Equal Employment Opportunity (EEO) Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.
