Product Support Analyst

Product Support Analyst

Sage is on a mission to improve care and quality of life for older adults, starting with those residing in senior living facilities. Falls are the leading cause of injury-related death among adults over 65. And yet, fall prevention and emergency response systems for older adults are archaic and ineffective. At Sage we've built a more modern way of understanding when older adults need help, including methods for residents to alert caregivers when in need of help, and corresponding software for caregivers to triage response. Our company mission is to create a product that our client counterparts love, and this role is a key part of that objective.

Sage is a small, tight team of ambitious, multi-disciplinary entrepreneurs. We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission. At Sage, we work hard and fast but also know that to build a truly important company, we need to treat our work as a marathon, and not a sprint. The journey matters.

About the Role

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. The right person will bring steady judgment, strong communication skills, and a clear understanding of how to work effectively in less structured environments. 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. 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.

Responsibilities

• 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 

Minimum Qualifications

• 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 

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 and Pay

Our headquarters are located in New York City's Union Square. We believe in cross team collaboration. We think good ideas can come from anyone, and we've designed our processes to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We like to host offsites, outings, and team meals where we can connect as people, not just as colleagues. We offer office lunch and a fully stocked snack bar. While we are an in office culture, this role is open to remote.

Our benefits package for employees includes competitive base compensation along with stock options. The expected annual salary range for this role is $90,000-$100,000 USD, depending on your level of expertise, your experience, and your performance in the interview process. We also provide fully-paid health and dental insurance coverage for all of our employees, along with other health benefits including vision insurance, membership to premium primary and urgent care, and online medical health providers. We also have a take as you need time off policy, in addition to 7 paid holidays and a company wide winter break during the holidays.

EEO Statement

Sage is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Sage makes hiring decisions based solely on qualifications, merit, and business needs at the time.