Senior Support Consultant

Accountabilities:

• • Triage and manage incoming support requests through the appropriate tracking systems, accurately assessing severity, impact, priority, and applicable service-level requirements.
  • Provide hands-on functional support for Sage Intacct, integrations, and related ISV solutions by gathering replication details, troubleshooting issues, identifying root causes, and delivering effective resolutions.
  • Own support cases through closure, including complex and escalated requests, while maintaining regular customer communication and meeting service quality and SLA expectations.
  • Build strong customer relationships through responsive, professional, and solution-oriented communication, helping clients maximize the functionality, benefits, and value of their systems.
  • Thoroughly document ticket information, including categorization, issue descriptions, reproduction steps, root causes, resolutions, and knowledge-transfer details.
  • Review customer contracts and apply relevant SLA requirements when prioritizing and responding to support requests.
  • Analyze issues before escalating them, providing clear technical and functional context, relevant troubleshooting performed, replication steps, root-cause insights, and recommended next actions.
  • Identify recurring issues, process gaps, and opportunities for long-term improvements, escalating recommendations to team leadership when appropriate.
  • Contribute to knowledge bases, training materials, and internal documentation that improve future issue resolution and support consistency.
  • Act as a resource for other support professionals by sharing expertise, providing guidance, coaching colleagues, and facilitating knowledge transfer.
  • Collaborate with consulting, customer support, sales, and other internal teams to support service continuity, customer satisfaction, and successful delivery of client solutions.
  • Take ownership of additional responsibilities as needed and contribute to ongoing improvements in support processes and customer outcomes.

  Requirements:

  • Demonstrated professional experience supporting Sage Intacct or a comparable ERP system, either in a dedicated support role or as an experienced power user.
  • Practical, hands-on knowledge of Sage Intacct, including system administration, configuration, transaction processing, bank reconciliations, and year-end closing activities.
  • Ability to troubleshoot complex functional application issues independently and determine when escalation or additional expertise is required.
  • Proven ability to manage competing priorities, establish clear expectations with customers and internal stakeholders, and remain attentive to SLA and service-quality requirements.
  • Strong customer service, communication, and relationship-building skills, with a professional and responsive approach to client interactions.
  • Strong analytical and problem-solving abilities, with intellectual curiosity and a genuine interest in understanding how systems can improve operational performance.
  • Ability to document issues and solutions clearly and accurately for both immediate resolution and future knowledge sharing.
  • Collaborative mindset with the ability to coach colleagues, share knowledge, and work effectively across support, consulting, sales, and other teams.
  • Eagerness to learn new technologies, acquire new skills, and adapt effectively in a fast-paced environment.
  • A college degree in Accounting, Business Management, Information Systems, or a related discipline is preferred.

  Benefits:

  • Base salary: $83,000–$96,000 annually.
  • Bonus eligibility in accordance with the applicable compensation plan.
  • Medical, dental, and vision coverage.
  • Accident, critical illness, and hospital indemnity insurance.
  • Employee Assistance Program (EAP).
  • Life and AD&D insurance.
  • Short- and long-term disability insurance.
  • Flexible Spending Accounts and Health Savings Accounts, including a company contribution.
  • Transportation and parking accounts.
  • 401(k) retirement plan with matching contributions.
  • Legal benefits and identity theft protection.
  • Pet insurance and wellness program offerings.
  • Paid time off accrued based on years of service, starting at 15 days annually.
  • 8 paid holidays per year, including 1 floating holiday.
  • Opportunities for professional development, knowledge sharing, and growth within a technology-focused professional services environment.
  • Remote work arrangement within the United States.