Sage X3 Customer Support Consultant
Job Description
One of Pine's portfolio companies, Inixion, is a Sage partner with a track record that speaks for itself: a 100% project success rate across nearly 20 years of delivering Sage X3 for manufacturing and distribution, and Sage Intacct for services-led businesses. Their consulting team brings deep industry expertise and long-term customer partnerships across the UK and North America — and they're growing.
They're looking for a driven, client-focused Sage X3 Customer Support Consultant to join their Support and Development team. The successful candidate will be the person clients count on when something goes wrong — taking ownership of issues, digging in to find solutions, and seeing every ticket through to resolution. This role works closely with Inixion's Development and Technical Consulting teams, and with third parties where needed, to keep clients running smoothly.
This is a full-time remote role.
What You'll Do
- Receive, own, and resolve support tickets raised by Inixion clients — taking full accountability from first contact to resolution.
- Use remote access tools to diagnose and troubleshoot issues directly within client environments.
- Analyse, replicate, and resolve support cases within Inixion's escalation guidelines.
- Liaise with internal departments — Development, Technical Consulting, and management — to drive swift resolution of outstanding issues.
- Maintain thorough, clear documentation on all tickets to support team continuity and knowledge sharing.
- Communicate proactively with your manager, flagging issues as they arise rather than after the fact.
- Uphold a high standard of written and verbal communication with clients at all times.
- Support colleagues when capacity or complexity demands it.
- Travel to client sites and internal Inixion meetings as required.
What They're Looking For
Required
- Solid working knowledge of Sage X3 — either as a super user or in a support/consulting capacity, including technical experience.
- Confident, professional, and able to work independently with minimal direction.
- Strong organisational and analytical skills with a methodical approach to problem-solving.
- Clear, professional communicator — both in writing and verbally.
Nice to Have
- Experience with Sage Intacct.
- Familiarity with Microsoft SQL and/or Crystal Reports.
- Proficiency in Microsoft Office.
What They Offer
- Location: Remote (UK)
- Employment Type: Full-Time
- Bonus: 7.5% Annually
- Hours: Monday–Friday, 9:00am–5:30pm (flexibility required for on-site visits and agreed extended hours)
- Holiday: 20 days per year, increasing annually to a maximum of 25 days
- Private Health: Eligible to join after 6-month probationary period
- Pension: Eligible to join after 3 months
- Bonus Scheme: Eligible after 6-month probationary period
- Life Assurance: Eligible after 6-month probationary period
- Broadband/Mobile Allowance: Included