Job Description

Get ready... Because you're about to embark on an AI mission to revolutionise small business and accounting practices.


Sage Copilot isn't just an AI-powered tool. We're developing a game changer. A tool that will help customers streamline their tasks, boost their efficiency, and unlock new opportunities. Making it a trusted business partner, the likes of which they've never seen.


And you'll be at the forefront of its development, as part of a global team, who can't wait to collaborate and innovate with you.




We're working on a truly groundbreaking product. So, is this your next technology job? No--that doesn't do it justice. This is the future realised--for you, for our customers, and for the shape of technology as we've dreamed it.




This is a hybrid position - you will work 3 days a week from our Manchester office.

Key Responsibilities

- Handle advanced technical troubleshooting, quality assurance, and directly resolve escalated bugs at a Tier 3 level, with a primary focus on Sage Copilot


- Provide comprehensive support for Integrators during hyper care processes and feature releases


- Serve as a bridge between product and support teams to ensure timely and accurate issue resolution.


- Conduct initial technical investigations and triage of escalated bugs, issues, and inquiries.


- Resolve complex technical issues by applying in-depth coding knowledge and expertise with C# and MySQL


- Gain a deep understanding of the various architectures within the product suite to accurately identify the necessary databases and components for effective resolution.


- Recommend alternative solutions that optimize customer time and money.


- Enhance customer experience and operational efficiency through timely issue resolution


- Support integrators, facilitating the integration of various Sage products with SXP to deliver a seamless, one-platform suite experience.


- Monitor and review logs, errors, and performance around bugs and issues, providing recommendations to improve system quality.


- Maintain code quality and scalability through clean, well-structured, and testable code; conduct code reviews and provide constructive feedback to team members.






What we are looking for:




- Experience in diagnosing and resolving complex technical issues, with a strong background in software/application support, and proficiency in C# and MySQL to effectively address and resolve these issues.


- Proven ability to address and escalate bugs, ensuring effective resolution in high-pressure environments.


- Experience working as a liaison between product development and support QA teams to ensure smooth issue resolution.


- Skills in supporting and integrating software products within a unified platform, enhancing overall system functionality.


- Proficiency in writing clean, scalable code, conducting code reviews, and monitoring system logs to identify and resolve issues.


- Strong problem-solving abilities with a focus on optimizing customer experience and staying current with industry best practices and technologies.




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