Software Support Technician

Job description

About Everfield Everfield buys, builds, and grows European vertical market and specialist software companies, providing them with the tools they need to move to the next level. Our mission is to foster ambition, fuel growth, and unlock opportunities for Europe’s software ecosystem. Companies in the Everfield ecosystem follow a decentralised model, maintaining their team, brand, and offices, while focusing on what they do best - building products and supporting customers. Everfield provides support in talent acquisition, HR, and access to a team of experts in building and growing European B2B SaaS companies who consult on financial and operational topics. Founded in 2022, Everfield has an ecosystem presence in 9 countries, and growing. About Us CIM Software builds manufacturing and ERP software used by manufacturers across the UK and beyond. Our established products, Cim50 and Cim200, are the recommended manufacturing solutions for Sage 50 and Sage 200. We are also developing Cim360.cloud http://Cim360.cloud, a new SaaS ERP platform that takes our manufacturing expertise into the cloud. We were acquired by Everfield in 2025, which gives us the stability and backing of a larger group while keeping the close-knit, hands-on culture of a specialist software company. About the Role This is a varied, hands-on role at the heart of a close-knit support desk. You will be one of the people our direct customers and reseller partners turn to when they need help, taking ownership of 1st and 2nd line cases across our full product range. No two days look quite the same: you will resolve what you can yourself and work with the wider team on the trickier problems, building your product knowledge as you go. We are looking for someone with solid Sage 200 support experience who wants to broaden across our wider product range over time. There is genuine manufacturing ERP expertise to build here, and a clear path to grow as you develop and as we bring Cim360.cloud http://Cim360.cloud to market. AI tooling is part of how we work, and you will be encouraged to use and build your skills with modern AI assistants as part of the day job. What you will do - Work the incoming support queue, handling 1st and 2nd line cases across our product range for both direct customers and reseller partners, by phone, email, and ticket. - Work closely with the rest of the support team, lending your weight across the desk during busier periods to keep response times sharp for customers and partners. - Diagnose and resolve issues directly where possible, working from the knowledgebase and your growing product knowledge. - Investigate configuration and data issues, including running SQL queries where needed. - Escalate the more complex cases clearly, with good detail and reproduction steps. - Keep cases updated and communicate clearly with both customers and partners throughout. - Contribute to the knowledgebase so common issues become easier to resolve over time. Who We Are Looking For - Solid, demonstrable Sage 200 support experience in a 1st or 2nd line role. - Strong customer service skills and clear written and verbal communication. - A methodical, calm approach to troubleshooting and case ownership. - Comfortable working with databases, with at least basic SQL skills. DESIRABLE - Exposure to Cim200, Sicon Manufacturing, or Sage 200 Manufacturing. - Understanding of manufacturing concepts (BOMs, works orders, stock control). - Experience supporting Sage or business software, whether in-house, for a software vendor, or at a Sage partner. - Confidence using AI tools to investigate issues and draft responses, with the appetite to develop these skills further. WHAT WE OFFER - Flexible working: office, hybrid, or fully remote to suit you. - A varied role spanning our full product range and both direct and partner customers. - A clear path to build deep, specialist manufacturing ERP knowledge and progress into more senior support. - Genuine opportunity to use, leverage, and skill up in modern AI tooling as a core part of the job, not a side experiment. - The backing of the Everfield group alongside a small, expert, close-knit team. - An active Employee Council, giving the team a forum to put forward ideas and suggestions and help shape how we improve as a business. - Company-subsidised private healthcare scheme. • 26 days' annual leave plus bank holidays. • Electric vehicle salary sacrifice scheme. Cycle to work scheme. • Access to our employee benefits and discounts programme. We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependants, physical or mental disability. Any hiring decision is made based on skills, qualifications and experiences. We look forward to receiving your application!