Job Details: Software Engineer Product L3 SupportJob Title: Software Engineer Product L3 Support
Job Description: Part of Sage X3 Engineering organization, the L3 Support team assists Sage Customer Services teams worldwide in supporting their Sage Partners and Customers using the solution using Sage X3 and SDMO. Level 3 support team is the main link between Product Delivery and the Support teams in the regions. The team manages the maintenance activity with POs, PMs, technical leaders, dev experts, and mentors the Sage X3 Support consultants in the regions. This Engineer role is focused on Technical & Security sides of all the products the team is in charge of, such as Sage X3, SDMO, Services & Internal tools (JIRA, Confluence, Power BI). Development and quality tasks are part of the missions to support the needs of the Product Engineering.
Key Responsibilities: Provide expertise to our Sage X3 Customer services teams worldwide to help analyze and resolve level 3 issues, in collaboration with developers, POs, PMs, focusing on Platform and System areas.Build and transmit high-end product technical expertise and support methodology.Act as reference for all support teams worldwide.Contribute to or pilot internal projects around support tools, Web tools, knowledge transfer and product expertise.Manage red flag customer situations in collaboration with other functions inside Product Engineering and Professional Services teams, Product Management.Collaborate pro-actively with colleagues in Product Engineering and Product Management organisations to include preventive actions in the roadmap and influence maintenance prioritization by making the voice of the Customer.Coach the Support teams in the countries through mentoring and collaborative work on customer situations.Skills, Know-how and Experience: Must have: Fluency in English language, verbal and written.Degree in Computer Science or Engineering or equivalent with development & security experience in a Cloud environment.Multi-tier environments (network architectures, authentication methods, etc.).C++ and TypeScript languages, Git, GraphQL, Power Bi.Database solid knowledge (Oracle, SQL Server, MongoDB).Problem solving and logical skills.Ability to work within teams.Engineer Apprentice coaching.Flexible, agile and innovative.Autonomy.Preferred: Good written and verbal communication skills.Active listening and mentoring skills.Experience with Sage X3 and SaaS context, and/or Sage Intacct.Function: Product Delivery
Country: Portugal
Office Location: Lisbon
Work Place Type: Hybrid
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