Customer Support Specialist

Full details of the job.

Customer Support Specialist

Hybrid role - 3 days/week in office.

This role is responsible for conducting deep investigation and hands‑on testing, collaborating with peers to validate findings, escalating defects or required fixes to appropriate teams, and working directly with customers to resolve issues while educating them on best practices and product usage.

• Resolve Customer Issues:
  Own cases by performing detailed technical investigation, replicating issues, and determining optimal solutions.
• Perform Hands on Troubleshooting:
  Test, validate, and reproduce customer reported problems in controlled environments to identify root causes.
• Collaborate and Escalate When Needed:
  Partner with peers, product teams, or engineering to escalate confirmed defects, propose fixes, and contribute insights that support product improvements.
• Work Directly with Customers:
  Provide clear guidance, corrective steps, and education to help customers resolve issues and build confidence in their product usage.
• Document Technical Findings:
  Maintain detailed, accurate case notes and troubleshooting paths to ensure consistency and continuity across support teams.
• Identify Trends and Recommend Improvements:
  Recognize recurring issues, data patterns, or process gaps and share recommendations to enhance workflows or product stability.

Must Have:

• Strong written and verbal communication skills.
• Ability to analyze and reproduce technical customer issues.
• Demonstrated customer focus with the ability to educate and guide users.
• Solid problem solving skills with structured troubleshooting approaches.
• Comfort working in a fast paced environment with evolving priorities.
• Experience in a customer support or service role (phone, email, or chat).
• Ability to use and navigate multiple IT systems.

Preferred:

• Experience providing Level 2 or advanced technical support.
• Background in software troubleshooting or application support.
• Familiarity with defect escalation or issue tracking systems.

• 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