Senior Technical Support Analyst

Job Description Sage is seeking two Senior Technical Support Analysts to join our team in Johannesburg. In this hybrid role (with a minimum of three days per week on-site), you’ll play a key role in supporting our cloud-first strategy and delivering an exceptional omnichannel experience across a variety of products and platforms. You’ll provide expert technical knowledge to support both our customers and Business Partners.

We’re looking for candidates with strong communication skills who are action-oriented, resourceful, and possess a growth mindset. Join us and be part of a collaborative environment where your contributions drive success and innovation
Key Responsibilities

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On a daily basis, provide expert knowledge by supporting and resolving complex product escalations for Customer Support and other stakeholders

Continuously find ways to enable all our customers to be self-sufficient in minimising time to solve complex application support queries

Prioritise workload when resources change, managing time and resources effectively to ensure the best possible outcome for the customer, employee and organization

Remain relevant on the latest technical and business knowledge in all assigned applications, as well as support processes and procedures.

Actively participate in internal projects such as product enhancements processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in the department as assigned.

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In the initial phase of your role, you’ll receive comprehensive training and upskilling on the features, benefits, and applications of Sage 300 People. You'll also be introduced to the relevant Standard Operating Procedures (SOPs) to ensure you're set up for success.

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You’ll work under the guidance of a Services Team Leader, collaborating closely with Senior Technical Support Analysts, Product Support Analysts, and Quality Assurance Analysts. This collaborative environment is designed to support your development and help you make an immediate impact.

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Bachelor’s degree or National Diploma (preferred)

2–3 years of experience in Payroll Customer Support

Certification in Sage 300 People and MCS

1–2 years of hands-on experience supporting Sage 300 People and MCS

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If you thrive in an environment where supporting customers with empathy and humility is key, this role offers the perfect opportunity to put your problem-solving and troubleshooting skills to work. You'll be challenged and motivated as you:

Actively listen and ask insightful, probing questions

Simplify complex business processes into clear, manageable steps

Help break down barriers to success—for yourself, our organisation, and our customers

Join us in a role where your contributions make a meaningful impact and where continuous growth is part of the journey.

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