Intacct Product Specialist

Are you passionate about solving complex technical challenges and delivering exceptional customer experiences Were looking for a Senior Technical Support Specialist to join our team and become a trusted advisor to our customers and partners.

In this role, youll leverage your technical expertise, analytical mindset, and customer-first approach to resolve complex product and system issues while delivering outstanding support across Sages solutions. Youll play a critical role in driving first-contact resolution, improving customer satisfaction, and contributing to product and service enhancements.

This is an exciting opportunity to work with strategic customers, collaborate with cross-functional teams, and make a meaningful impact on customer success.

Location: Bangalore (Hybrid – 3 days per week in the office)

Key Responsibilities

• What Youll Do
• Own the Customer Experience
• Take end-to-end ownership of customer and partner support cases, including strategic and high-value accounts.
• Deliver timely, accurate, and empathetic resolutions while providing a seamless support experience.
• Maximise first-contact resolution and ensure every interaction builds trust and confidence.
• Solve Complex Technical Challenges
• Independently diagnose, troubleshoot, and resolve complex product and technical issues.
• Apply your deep understanding of Sage solutions, ERP systems, accounting processes, and regional legislative requirements to deliver effective solutions.
• Manage multiple critical support cases while maintaining exceptional quality and attention to detail.
• Drive Continuous Improvement
• Identify recurring issues and customer trends to help improve products, knowledge resources, and support processes.
• Provide valuable feedback to Product, Engineering, and Operations teams to enhance the overall customer experience.
• Share knowledge and best practices to strengthen team capability.
• Create Exceptional Customer Experiences
• Build lasting relationships through proactive communication, professionalism, and technical expertise.
• Keep customers informed throughout the support journey and manage expectations effectively.
• Deliver every interaction with empathy, ownership, and a commitment to customer success.
• Support Customer Retention & Growth
• Resolve issues quickly to strengthen customer loyalty and retention.
• Recognise customer risks and opportunities, escalating or collaborating where appropriate to deliver the best possible outcomes.
• Collaborate Across Teams
• Work closely with Escalation Specialists, Product Management, Engineering, and Operations to resolve complex issues and improve support excellence.
• Contribute to a collaborative culture focused on continuous improvement and customer success.
• What Youll Bring

Essential Skills & Experience

• Proven experience in a senior technical or functional support role, ideally supporting enterprise or strategic customers.
• Exceptional analytical and problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
• Outstanding communication and stakeholder management skills with the confidence to manage sensitive customer interactions.
• Ability to prioritise and manage multiple high-priority cases while maintaining accuracy and attention to detail.
• Demonstrated ownership, accountability, and resilience in fast-paced environments.
• A genuine passion for delivering exceptional customer experiences.

Preferred Experience

• Experience using CRM and case management platforms such as Salesforce, ServiceNow, or JIRA.
• Technical knowledge of Sage Intacct, ERP solutions, and customer environments.
• Experience supporting Finance and Accounting applications.
• Knowledge of:
• Accounts Payable (AP)
• Accounts Receivable (AR)
• Order-to-Cash (O2C)
• Procure-to-Pay (P2P)
• Record-to-Report (R2R)
• What Makes You Successful
• Were looking for someone who is:
• Customer-obsessed and passionate about delivering outstanding service.
• Curious, proactive, and driven to solve complex problems.
• Calm, composed, and confident under pressure.
• Accountable and committed to owning issues through to resolution.
• Collaborative, with a team-first mindset and a willingness to share knowledge.
• Focused on balancing quality, efficiency, and customer satisfaction.

Qualifications

• Preferred
• Bookkeeping qualification or Accounting certification (advantageous but not essential).
• Why Join Us

At Sage, youll have the opportunity to work alongside talented professionals in a collaborative, innovative environment where your expertise truly makes a difference. Youll support customers across global markets, influence product improvements, and develop your career while helping businesses succeed through world-class technology and service.

If youre passionate about technology, thrive on solving complex challenges, and enjoy making a real impact for customers, wed love to hear from you.