Job Title: Product Support Specialist Department: Product Support Hyderabad (In-Office) Sentient an Ascend Company is a fast-growing accounting outsourcing firm serving a diverse portfolio of clients across the United States. 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.enabling us to deliver exceptional service and results to clients nationwide. 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. Ascend is rolling out an AI product stack across its partner firms and Sentient, spanning tax, audit, and accounting workflows.

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. 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.

Frontline Support

Escalate genuine product defects to the Deployment and Product teams with enough detail for someone to reproduce the problem 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 Identify recurring pain points and share insights with the Product and Deployment teams Help improve onboarding and training flows by spotting friction early 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 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 ~ 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 key than years on a résumé.

Experience in an internal helpdesk, application support, or software support function Comfort creating short screen-recorded videos or help documentation # 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 Reports to: Manager of Product Deployment This 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 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 Mid-level individual contributor

📌 Support & Product Specialist (Hyderabad)
🏢 SENTIENT - An Ascend
📍 Hyderabad