Product Support Specialist (Sage Intacct)

We are looking for a proactive, customer focused individual to join our Sage Intacct support team, this is a hybrid role 3 days in our Newcastle HQ. Be part of a high performing team that drives innovation, solves real-world issues, and makes a difference every day.

Job purpose: To deliver exceptional support experiences to medium and strategic customers and partners each representing potential value in excess of £1M by resolving queries efficiently and accurately. The Support Specialist plays a critical role in shaping the overall customer experience and has a direct impact on retention and growth by resolving 90% of incoming cases, managing complex issues confidently, and building trusted, long-term relationships. This is a global role, supporting a diverse portfolio of customers and partners across multiple regions, requiring adaptability to different accounting practices, time zones, and business cultures. The Specialist builds trusted relationships and ensures every interaction reflects Sage’s commitment to excellence, consistency, and care worldwide.

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.

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 behaviours

• 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 organisational goals.

Technical / professional qualifications

• Bookkeeping or Accountant Certifications (an asset but not required).

Your benefits:

• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days.
• 8 bank holiday days.
• Paid 5 days yearly to volunteer through our Sage Foundation.
• 50% income protection.
• Holiday buy + sell.
• Comprehensive health, dental, and vision coverage.
• Work away scheme for up to 10 weeks a year.
• Ongoing training and professional development.
• Hybrid working.
• Healthy Mind app membership.
• Access to various helpful memberships for finances, health and wellbeing.