At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same. Position: Technical Support Engineer Job Description: We are seeking a highly skilled and experienced Technical Support Engineer to join our team. The successful candidate will provide exceptional technical support for a range of API-based software microservices and associated products developed by Sage for fintech clients. Key Responsibilities: Provide technical support for Sage's API-based microservices and related software services, ensuring timely resolution of customer issues. Diagnose and troubleshoot technical problems, including API connectivity, microservice interactions, software components, hardware, and network-related issues. Collaborate cross-functionally with engineering, product management, and cloud operations teams to resolve complex technical issues. Set up and manage support processes and tools, adapting as new technologies and capabilities are introduced. Act as the liaison between clients and internal support teams, maintaining centralized and transparent communication. Ensure client-facing systems are updated with accurate information and maintain a record of all support issues. Encourage clients to use formal support channels instead of informal ones (e.g., Slack). Monitor and analyze support metrics to identify trends and areas for improvement. Share monthly reports with the program manager to track support metrics and SLA performance. Develop and maintain documentation for support processes, troubleshooting guides, and FAQs. Promote a culture of continuous improvement and knowledge sharing. Ensure customer satisfaction through exceptional service and strong client relationships. Stay current with Sage’s evolving product and service offerings. Skills & Attributes: Bachelor’s degree in Computer Science, Information Technology, or a related field. Proven experience as a Technical Support Engineer or similar role, preferably in a large organization. Experience delivering world-class support to large enterprises. Strong technical skills, including APIs, microservice architecture, software development concepts, and network troubleshooting. Flexible mindset to work with evolving processes and technologies. Experience setting up and managing support functions, tools, and systems. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills; ability to explain technical concepts to non-technical users. Ability to work independently and collaboratively in a fast-paced environment. Customer-focused mindset with a commitment to high-quality support. Professional and friendly demeanor. Preferred Qualifications: Experience with accounting and/or AI-related services and technologies. Familiarity with support ticketing systems and CRM tools (e.g., Salesforce, ServiceNow). Certifications in relevant technologies or support methodologies. When you join Capgemini, you don’t just start a new job. You become part of something bigger. Learn about how the recruitment process works – how to apply, where to follow your application, and next steps. To help you bring out the best of yourself during the interview process, we’ve got some great interview tips to share before the big day. #J-18808-Ljbffr