Technical Support Analyst

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.

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.

Skills & Know How

Must have:

• 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.

Perks? We have plenty.

• 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

Dig deeper about who we are:

• Who is Sage: https://www.sage.com/en-us/company/about-sage/
• Life at Sage: https://www.sage.com/en-us/company/careers/
• Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
• How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
• Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/