Product Support Analyst

Summary

Join Sage, a mission-driven company focused on improving care for older adults, as a Product Support Analyst. This role is crucial in shaping the company's support operations, particularly during off-hours on the West Coast. You will be the primary contact between users, internal teams, and support systems, ensuring smooth operations. Responsibilities extend beyond ticket triage to include issue management, process improvement, and workflow development within Zendesk and other tools. This position offers the chance to build a more efficient and insightful support system while contributing to a company committed to its mission. The role requires strong communication, independent decision-making, and experience in a support environment. Sage offers a competitive salary, comprehensive benefits, and a collaborative work environment.

Requirements

• 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

Responsibilities

• 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
• 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

Preferred Qualifications

• Experience using or administering Hubspot or similar CRM platforms
• Prior work supporting technical products or hardware systems
• Experience helping develop or refine internal support processes and tooling

Benefits

• Fully-paid health and dental insurance coverage
• Vision insurance
• Membership to premium primary and urgent care
• Online medical health providers
• Take as you need time off policy
• 7 paid holidays
• Company wide winter break during the holidays
• Competitive base compensation
• Stock options
• Office lunch
• Fully stocked snack bar