Senior Technical Support Engineer - Hybrid Role

Sage; Johannesburg; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Work away scheme

Life Insurance

Income Protection

Critical Illness cover

Funeral Assistance

Provident fund

Medical aid subsidy

Sage Academy leave

Annual leave

Sick leave

Volunteer days

Employee Assistance Program

Flexible work patterns

Job summary

Sage is seeking a Senior Technical Support Agent to support Sage Evolution Business Partners and customers, combining strong troubleshooting with a customer-first mindset. You will investigate root causes of software and system issues and help customers get the best possible experience from our solutions.

This hybrid role requires three days on-site at our Johannesburg office, with comprehensive training during the first 90 days and collaboration with Senior Technical Support Analysts, Product

Qualifications

• Bachelor’s degree or National Diploma preferred.
• 2–3 years’ technical customer support experience for Sage products.
• Sage Evolution certification.
• 1–2 years’ hands-on experience supporting Sage Evolution.

Responsibilities

• Deliver exceptional customer experience to Sage Evolution Business Partners and customers.
• Respond to queries via telephone, email, Salesforce Community and other channels.
• Investigate root causes of software and system issues and resolve complex problems.
• Create and maintain knowledge base articles for reuse across the team.
• Balance workload to meet customer and business needs and maintain updated product knowledge.

Skills

Technical troubleshooting

Customer service

Communication

Problem solving

Attention to detail

Education

Bachelor’s degree / National Diploma

Tools

Sage Evolution

Job description

Sage is seeking a Senior Technical Support Agent to support Sage Evolution Business Partners and customers, combining strong troubleshooting with a customer-first mindset. You will investigate root causes of software and system issues and help customers get the best possible experience from our solutions.

This hybrid role requires three days on-site at our Johannesburg office, with comprehensive training during the first 90 days and collaboration with Senior Technical Support Analysts, Product