Product Support Specialist

Outcomes First Group; Havant; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading cloud solutions company in the UK is seeking a Product Engineer to provide Level 3 support and coordinate technical activities across various stakeholders. The role involves mentoring regional support teams and requires familiarity with Sage X3 among other tools. This hybrid position allows for a combination of remote and in-office work, offering various employee benefits including bonuses, paid annual leave, and ongoing professional development.

Benefits

Generous bonuses and pension scheme

25 days of paid annual leave

Comprehensive health, dental, and vision coverage

Hybrid working

Qualifications

• Experience with Sage X3 and/or Sage Intacct in a SaaS context.
• Ability to work independently and collaboratively within cross-functional teams.
• Experience in technical project management and customer-facing roles.

Responsibilities

• Coordinate technical activities across all project stakeholders to ensure smooth Cloud update execution.
• Provide Level 3 support expertise to resolve complex issues.
• Mentor and coach regional support teams and junior engineers.

Skills

Fluency in English (spoken and written)

Proven functional experience in deploying and supporting ERP solutions in cloud environments

Strong understanding of multi-tier architectures

Excellent problem-solving skills

Strong mentoring and active listening skills

Education

Degree in Computer Science, Engineering, or equivalent

Tools

C++

TypeScript

Git

GraphQL

Power BI

Oracle

SQL Server

MongoDB

Job description

Job Description
As a key member of the 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. It 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

• Coordinate technical activities across all project stakeholders (hosting providers, internal teams, partners, customers) to ensure smooth Cloud update execution.
• Provide Level 3 support expertise to resolve complex functional and technical issues in collaboration with Cloudops teams, Expert Services, Product Owners, Developers, and Customer Support teams.
• Contribute to internal initiatives related to support tools, knowledge sharing, and product expertise.
• Manage critical customer situations and represent their voice in discussions about the roadmap and maintenance priority ranking.
• Support Cloudops and Expert Service activities by analyzing requirements and recommending solutions.
• Mentor and coach regional support teams and junior engineers.

Skills & Qualifications

• Fluency in English (spoken and written).
• Proven functional experience in deploying and supporting ERP solutions in cloud environments.
• Strong understanding of multi‑tier architectures, authentication methods, and network protocols.
• Excellent problem‑solving, coordination, and communication skills.
• Ability to work independently and collaboratively within cross‑functional teams.
• Degree in Computer Science, Engineering, or equivalent (preferred).
• Experience with Sage X3 and/or Sage Intacct in a SaaS context.
• Proficiency in C++, TypeScript, Git, GraphQL, Power BI.
• Strong knowledge of databases (Oracle, SQL Server, MongoDB).
• Experience in production management in various sectors including agri‑food, healthcare, construction, and other industries.
• Strong mentoring and active listening skills.
• Experience in technical project management and customer‑facing roles.
• Ability to clearly present technical solutions to technical and non‑technical audiences.
• Good knowledge of various European legislations such as the Polish one will be a plus.

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 and 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.

Video: https://www.youtube.com/watch?v=TCMtTYUUiuU