The Manager, Application Support is a member of the Acumatica Application Support organization and reports directly to the Director of Application Support. This role combines technical expertise with people leadership, dedicating approximately 30% of time to providing advanced technical support to Acumatica customers and partners, while leading a team of Support Engineers to deliver exceptional customer service and operational excellence. The successful candidate will possess strong leadership, communication, coaching, prioritization, and conflict-resolution skills, along with a proven ability to drive team performance and customer satisfaction in a rapid-paced environment. Key Responsibilities Team Leadership & Operations - Lead, coach, and develop a team of Application Support Engineers to achieve high levels of performance, quality, and customer satisfaction. - Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning. - Ensure adequate team coverage to meet incoming support demand and service-level commitments. - Conduct regular one-on-one meetings, performance reviews, and career development discussions with team members. - Identify training and development needs and ensure appropriate coaching, mentoring, and learning opportunities are available. - Foster a positive, collaborative, and customer-focused team culture. - Interview, hire, onboard, and retain high-performing support professionals. Technical Support & Escalation Management - Provide advanced technical support to Acumatica customers and partners, handling complex and high-priority cases. - Serve as an escalation point for challenging technical issues and ambiguous situations. - Drive timely and effective resolution of customer issues by coordinating with Engineering, Product Management, Documentation, and other cross-functional teams.



- Ensure support cases are managed in accordance with established SLAs and customer satisfaction objectives. - Continuously develop and maintain expertise in Acumatica products and related technologies. Process Improvement & Collaboration - Analyze support processes, identify improvement opportunities, and recommend operational enhancements to support leadership. - Monitor team performance metrics and implement actions to improve efficiency, quality, and customer outcomes.

- Promote best practices in case management, troubleshooting, knowledge sharing, and customer communication. - Collaborate with leadership and cross-functional stakeholders to improve product quality and customer experience. - Perform additional duties and special projects as assigned. Required Qualifications - Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related field. - 5+ years of experience supporting, implementing, or consulting on ERP or enterprise business software solutions like Acumatica , Odoo, SAP, or NetSuite within Manufacturing, Supply Chain, or Distribution industries. - 3+ years of people management experience leading technical support, customer success, consulting, or related teams. - Strong analytical, troubleshooting, and problem-solving skills. - Demonstrated ability to prioritize competing demands and make sound decisions in a fast-paced environment. - Excellent verbal and written communication skills. - Proven leadership, coaching, mentoring, and conflict-resolution capabilities. - Ability to work effectively both independently and collaboratively across departments. Preferred Qualifications - Experience with Acumatica ERP. - Knowledge of ERP business processes, accounting principles, and operational workflows. - Understanding of software development lifecycle (SDLC) and software support processes. - Experience working with distributed or global support organizations. - Positive, customer-centric attitude with a commitment to continuous improvement.

📌 Manager, ERP Application Support (Distribution) (Canada)
🏢 Acumatica
📍 Canada