As a key member of Sage X3 Engineering organization, the Product Engineering Level 3 Support team assists Sage Customer Services and Cloudops teams worldwide in supporting Sage Partners and Customers using our Sage Cloud solutions. This team is the main link between Product Delivery and the Support teams in the regions. The team manages the Support and Maintenance activities with POs, PMs, technical leaders, dev experts, and mentors the Sage X3 Support consultants in the regions. This Engineer role covers the functional aspect of a Sage X3 solution and requires a good technical understanding. Development and quality assurance tasks are part of the mission to meet Product Engineering needs.
You will play a dual role combining functional project coordination and Level 3 support. You will be responsible for supporting IT initiatives across various stakeholders (Cloudops teams, Sage project teams, Partners, Customers and your own Product Delivery) by having a good understanding of how all the elements functionally work together to ensure the continuous Sage and Sage-referenced Partner updates.
*** This is a hybrid position - you will work 3 days a week from our Winnersh office. ***
Key Responsibilities:
• Contribute to internal initiatives related to support tools, knowledge sharing, and product expertise.
• Build and transmit high-end product business expertise and support methodology.
• Act as reference for all support teams worldwide.
• Manage critical customer situations and represent their voice in discussions about the roadmap and maintenance priority ranking.
• Collaborate pro-actively with R&D and Product Management to include preventive actions in the roadmap and influence maintenance prioritization by conveying Voice of the Customer
• Support Cloudops and Expert Service activities by analyzing requirements and recommending solutions.
• Mentor and coach regional support teams and junior engineers.
Required Skills & Qualifications:
• Fluency in English (spoken and written).
• Proven Functional experience in deploying and supporting ERP solutions in cloud environments.
• Excellent problem-solving, coordination, and communication skills.
• Ability to work independently and collaboratively within cross-functional teams.
Preferred Qualifications:
• Degree in Computer Science, Engineering, or equivalent.
• Experience with Sage X3 and/or Sage Intacct in a SaaS context.
• Experience in production management in various sectors including agri-food, healthcare, construction, industries, etc.
• Strong mentoring and active listening skills.
• Experience in technical project management and customer-facing roles.
• A good knowledge of various European legislations such as the Polish one will be a plus
Benefits? We have plenty...
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• 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
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