Technical Support Analyst

Job Description The Product Specialist provides expert functional and technical support for Sage Intacct, taking end-to-end ownership of customer and partner cases to deliver timely, accurate, and effective resolutions. The role combines strong product knowledge and problem-solving skills with close collaboration across the Product Specialist community, sharing expertise and best practices to achieve the best possible outcomes. When additional expertise is required or an issue needs Engineering involvement, Product Specialists partner with Escalation Specialists to ensure a smooth and effective path to resolution. Above all, Product Specialists are committed to delivering a world-class experience for our customers and partners through clear communication, empathy, accountability, and a customer-first mindset, while contributing to continuous improvement across the wider support organization.

This role is hybrid, three days per week onsite in the Lawrenceville office. Key Responsibilities * Support Experience Ownership: Take full ownership of Partner and Customer support experience, including strategic and high value accounts, from start to finish, ensuring swift, accurate, and empathetic resolution at first contact.

• Advanced Problem Solving: Independently diagnose and resolve multifaceted product and system issues using deep product knowledge and understanding of regional accounting and legislative differences.
• Continuous Improvement: Identify recurring themes and insights from Partner & Customer interactions, sharing feedback to improve product performance, service quality, and knowledge assets.
• Customer experience: Create exceptional customer experiences through clear communication, proactive support, and a genuine commitment to building lasting trust and confidence.
• Retention and growth support: Contribute directly to customer and partner retention by resolving issues quickly, identifying risk or opportunity signals.
• Collaboration: Partner closely with Escalation Specialists, Product, and Operations teams to share insights that improve support processes and customer outcomes.

• Proven experience in a technical or functional support role, ideally supporting enterprise or strategic customers.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve multifaceted problems.
• Excellent communication and stakeholder management skills-able to handle sensitive customer interactions with professionalism and empathy.
• Ability to manage multiple high-priority cases simultaneously while maintaining attention to detail.
• Proven ability to remain calm and professional under pressure while maintaining ownership and accountability.

Preferred:

• Experience using CRM and case management systems (e.g., Salesforce, ServiceNow, JIRA).
• Technical knowledge of Intacct / ERP systems and customer environments.

Key behaviors:

• Empathetic, proactive, and customer obsessed.
• Demonstrates curiosity, ownership, and composure under pressure.
• Balances quality and efficiency to deliver excellent customer outcomes.
• Collaborative and solution-focused, contributing to team and organizational goals.

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on demand career development options and ongoing training offerings, Advert Working at Sage means you’re supporting millions of small and mid-sized businesses globally with technology to work smarter and move faster. We build software that reduces busywork so customers can spend less time on admin and more time building their business.

Our colleagues are high-performers who prioritize growth, make bold choices, and focus and galvanize to get things done. They work on meaningful, market-shaping initiatives that stretch their skills, sharpen their craft, and create real customer impact.

Explore our culture and benefits: sage.com/careers/working-at-sage

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, contact careers@sage.com. Powered by Sage People Recruit