Product Support Analyst, Sage

• The right person will bring steady judgment, strong communication skills, and a clear understanding of how to work effectively in less structured environments
• If you’re someone who sees value in bringing order to complex environments, is curious about how tools like Zendesk, Slack, and Hubspot can be leveraged more effectively, and wants to be part of a team that’s evolving its role inside the company, we’d love to hear from you
• 4+ years of experience in a support, service desk, or helpdesk environment
• Excellent written communication skills, especially in asynchronous and remote-first settings
• Ability to work independently and manage decision-making during off-hours and time-sensitive situations
• Familiarity with Zendesk, Slack-based ticketing workflows, and general support tools
• A thoughtful approach to structure and flexibility – knowing when to follow process and when to adapt
• Calm, professional demeanor under pressure, and an ability to navigate different communication styles and personalities

Desirable

• Sage is growing, and so is the complexity of the work behind the scenes. We’re looking for a Support Specialist to join our team and help shape how support operates — especially during the end of business hours on the west coast
• This role goes beyond triaging tickets. You’ll be the central connection between users, internal teams, and the systems that keep us running smoothly
• While this is a second-shift role with on-call responsibilities, it’s also an opportunity to help us transition from scattered issue tracking to a support system that captures, trends, and informs decisions across the company
• You’ll be working across both customer and internal requests — identifying what needs fixing, what needs surfacing, and what needs better structure. This work isn’t always flashy, but it’s critical
• Evening and Off-Hours Support
• Provide timely, thoughtful responses to inbound tickets during the evening shift
• Triage and resolve both customer-facing and internal issues using Zendesk and Slack integrations
• Support scheduled on-call coverage, including some weekends, ensuring critical issues are acknowledged and managed appropriately
• Issue Management and Intake Discipline
• Help centralize support requests and reduce reliance on informal communication channels
• Ensure internal findings, recurring problems, and emerging risks are captured through structured ticketing and workflows
• Document relevant details with clarity and consistency for handoffs and post-resolution
• Review
• Learn the full capabilities of Zendesk and help build workflows, triggers, macros, and
• Forms that serve both customers and internal teams
• Work with cross-functional teams to close process gaps, improve internal ticket routing,
• And surface trends that can inform improvements
• Participate in shaping our internal support environment into a more accountable,
• Transparent, and insight-generating system
• The hours for the role are from 11:00am - 8:00pm ET (8am - 5pm PT)