Product Support Specialist

Job Title: Product Support Specialist

Department: Product Support

Location: Hyderabad (In-Office)

About Us:

Sentient an Ascend Company is a fast-growing accounting outsourcing firm serving a diverse portfolio of clients across the United States. With a highly skilled team based in both the U.S. and India, we specialize in delivering fully customized accounting solutions tailored to meet the unique needs of CPA firms.

Leveraging the power of AI, process automation, and a scalable suite of services, Sentient empowers CPA firms to enhance efficiency, reduce costs, and focus on strategic growth. Our commitment to quality and innovation ensures that our clients receive accurate, timely, and value-driven support.

We are proud to be an Ascend Partner Firm, one of the top CPA firms in the U.S., enabling us to deliver exceptional service and results to clients nationwide.

For more Info: Sentient an Ascend Company & Ascend

Backed by private equity from people-focused Alpine Investors, Ascend is building a dynamic platform for regional accounting firms that enables them to stay independent while accessing the resources of a Top 25 firm to help them grow. Ascend provides access to growth capital, robust talent acquisition and training, leading quality management resources, best-of-breed technology, AI tools, an offshore captive, shared back-office services, a catalytic leadership system, and modernized equity incentives so that firms can surmount today’s industry challenges to reach their full potential. For more information, visit www.ascendtogether.com.

About the Role

Ascend is rolling out an AI product stack across its partner firms and Sentient, spanning tax, audit, and accounting workflows. Hundreds of accountants now use these tools every day to do real client work. Adoption at that scale produces a steady stream of small questions, and those questions need fast, accurate answers from someone who understands both the tools and the work.

The Product Support Specialist is the first person our accountants go to with those questions. This role exists for two reasons: so that an accountant who is stuck gets unstuck in minutes rather than days, and so that our deployment specialists stay focused on shipping and adopting new products instead of being pulled into one-off queries. We already have one person doing this from Canada. The volume has outgrown one person, and this is the second seat.

This is an internal facing role. Your users are the accountants at Sentient and across our partner firms, not external clients. Success looks like people trusting you enough to ask, getting a clear answer, and going back to work.

Primary Objective

Keep accountants productive on our AI product stack by resolving day to day questions quickly, turning recurring questions into documentation that answers them permanently, and feeding what you learn back to the Product and Deployment teams.

Key Responsibilities

Frontline Support

• Respond to questions from accountants across Sentient and our partner firms on how our AI tools work, why something behaved unexpectedly, and what to do next
• Work questions through to resolution calmly and clearly, whether the answer is a quick how-to, a workaround, or an escalation
• Own your queue. Triage by urgency and deadline pressure, keep people informed while an issue is open, and close the loop when it is resolved
• Escalate genuine product defects to the Deployment and Product teams with enough detail for someone to reproduce the problem

Enablement & Documentation

• Create short instructional videos and written help documents that explain how to use our AI tools
• Continuously refine support materials based on recurring questions and feedback
• Translate accounting and technology concepts into simple, practical explanations
• Build and maintain a searchable knowledge base so that a question answered once stays answered

Product Feedback & Collaboration

• Identify recurring pain points and share insights with the Product and Deployment teams
• Act as the voice of the accountant during product rollout and iteration
• Help improve onboarding and training flows by spotting friction early

Coverage & Collaboration

• Share a single support queue with the Product Support Specialist based in Canada, picking up cases based on volume rather than geography
• Use the India morning to clear cases that arrived overnight so North America starts the day with a shorter queue, and hand off open items at the end of your day
• Protect the deployment specialists’ time by resolving what does not need them, and pulling them in early on what does
• Maintain shared documentation so that both specialists answer the same question the same way

Required Qualifications

• 2 to 3 years of experience in bookkeeping, accounting, or a closely related role
• Hands-on experience working with accounting or financial technology platforms
• Strong written and verbal English, with the ability to explain a technical answer in plain language
• Comfortable being the first person someone asks, including when they are frustrated or working against a deadline

1. A service-oriented mindset with a strong sense of ownership

• Willingness to work hours that overlap the North America business day, including extended hours during US tax season

While experience matters, attitude, empathy, and a willingness to help colleagues through change are more important than years on a résumé.

Preferred / Nice-to-Have

• Experience in an internal helpdesk, application support, or software support function
• Comfort creating short screen-recorded videos or help documentation

1. Familiarity with US tax, audit, or accounting workflows

• Hands-on experience with AI tools, and genuine curiosity about where they work well and where they fall short

Reporting & Team

• Reports to: Manager of Product DeploymentThis role does not have direct people management responsibilities
• Works as a peer with the Product Support Specialist based in Canada, sharing a single support queue

Location & Work Model

• Based in our Hyderabad, India office. This is an in-office role, not remote.
• Openness to occasional travel to the United States is preferred
• Working hours overlap the North America business day, with extended hours expected during US tax season

Seniority Level

Mid-level individual contributor

Why This Role Matters

Adoption is where AI either delivers or stalls. An accountant who hits a small problem and cannot get past it quietly stops using the tool, and the value we expected never shows up. This role is what prevents that, at the scale of hundreds of accountants and the firms they serve.