Job Overview
Location
New York, New York, United States
Job Type
Full-time
Category
Customer Support
Date Posted
April 21, 2026
Full Job Description
đź“‹ Description
- • Lead and mentor a hybrid team of remote on-call support engineers and internal IT operations staff to ensure 24/7 support coverage and high service levels for Sage’s mission-driven platform that improves care and quality of life for older adults in senior living facilities.
- • Manage staffing, scheduling, and coverage for 24/7 on-call rotations, serve as the escalation point for critical incidents, and maintain current documentation and runbooks to drive operational excellence across support and IT functions.
- • Partner with engineering and product teams on support readiness, track KPIs including SLA compliance, response time, and resolution time, and provide regular operational reports to leadership while communicating risks and customer impact effectively.
- • Contribute to a small, tight-knit, mission-driven team at Sage49, Inc., where you will help build a modern fall prevention and emergency response system, drive process improvements and automation initiatives, and grow as a leader in a fast-paced, collaborative environment that values both hard work and sustainable progress.
🎯 Requirements
- • 5+ years of experience in IT support or operations
- • 2+ years managing remote and/or on-call teams
- • Experience with 24/7 operational environments
- • Strong incident management and escalation handling skills
- • Excellent communication and leadership abilities
- • SME knowledge with Zendesk and other ticketing tools
🏖️ Benefits
- • Competitive base compensation with stock options and an expected annual salary range of $135,000 to $155,000 USD
- • Fully-paid health, dental, and vision insurance coverage, plus membership to premium primary and urgent care and online medical health providers
- • Take-as-you-need time off policy, 7 paid holidays, and a company-wide winter break during the holidays
- • Office lunch, fully stocked snack bar, and up to 2 remote days per week in an in-office culture that encourages offsites, outings, and team meals
Skills & Technologies
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About Sage49, Inc.
Sage49, Inc. is a US-based software company that provides cloud-native accounting, financial management, and compliance solutions for small and midsize businesses. Its platform automates bookkeeping, payroll, tax preparation, and advisory workflows through integrations with banks, payment processors, and enterprise resource planning systems. The company targets CPAs, outsourced CFOs, and accounting firms seeking scalable, API-first tools that reduce manual data entry and improve client collaboration. Founded in 2015, Sage49 is headquartered in San Francisco, California, and serves customers across North America.
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