Sage X3 Cloud L3 Support Engineer Lisboa

Job Description

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 Lisbon 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.

Required Skills & Qualifications:

• Fluency in English (spoken and written).
• Degree in Computer Science, Engineering, or equivalent.
• Proven experience in
  - based environments, with strong knowledge of development and security.
• Proven Functional experience in deploying and supporting Sage X3 or similar ERP in the medium market.
• Strong understanding of
  - tier architectures, authentication methods, and network protocols.
• Proficiency in C++, Type
  Script, Git, Graph
  QL, Power BI.
• Strong knowledge of database (Oracle, SQL Server, Mongo
  DB).
• Excellent
  - solving, coordination, and communication skills.
• Ability to work independently and collaboratively within
  - functional teams.
• Experience in technical project management and
  - facing roles.

Preferred Qualifications:

• Experience with Sage X3 and/or Sage Intacct in a Saa
  S context.
• Experience in production management in various sectors including
  - food, healthcare, construction, industries, etc.
• Strong mentoring and active listening skills.
• Ability to clearly present technical solutions to technical and
  - technical audiences.

At Sage, we offer you an environment where you can grow professionally without compromising your personal
- being. Our benefits package is designed to provide stability, flexibility, and balance:

• Flexible benefits: exchange part of your salary and make tax savings on health insurance, meal and transport vouchers, childcare, and training.
• Well-being: Free access to the Calm app (for up to 5 users), 24/7 counseling, and emotional support from our Healthy Mind Coaches.
• Flexible working: flexibility of working one hour in, one hour out, shortened workdays on Fridays and during the summer, and the opportunity to work from over 40 countries for up to 10 weeks per year through our Work Away program.
• Annual leave: 23 working days of vacation, 5 paid days per year for volunteering, and 5 additional paid days annually for personal or professional development.
• Extended leave: 7 extra days of maternity leave and 5 extra days of paternity leave, on top of the legal allowance, available after one year of service.
• Financial support: Life and disability insurance, salary advances of up to 3. 5 times your net monthly pay, a €300 net marriage bonus, and access to Sage's employee stock purchase plan at a discounted rate.

Health and Safety Responsibilities:

• Fostering the safety culture, by leading with your own example.
• Following established safety procedures and reporting potential hazards promptly helps maintain a secure and efficient workplace.
• Participating in safety training sessions and adhering to preventive guidelines and procedures, the objective is minimizing risks and protecting yourself and the rest of your colleagues.