Manager, ERP Application Support – Distribution

• Lead, coach, and develop a team of Application Support Engineers
• Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning
• Ensure team coverage meets incoming support demand and service-level commitments
• Conduct one-on-one meetings, performance reviews, and career development discussions
• Identify training and development needs and provide coaching, mentoring, and learning opportunities
• Foster a positive, collaborative, and customer-focused team culture
• Interview, hire, onboard, and retain support professionals
• Provide advanced technical support for complex and high-priority customer and partner cases
• Serve as an escalation point for challenging technical issues
• Coordinate issue resolution with Engineering, Product Management, Documentation, and other cross-functional teams
• Ensure cases comply with SLAs and customer satisfaction objectives
• Maintain expertise in Acumatica products and related technologies
• Analyze support processes and recommend operational enhancements
• Monitor team performance metrics and implement improvements
• 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

• 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 such as 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
• Ability to prioritize competing demands and make sound decisions in a fast-paced environment
• Excellent verbal and written communication skills
• Leadership, coaching, mentoring, and conflict-resolution capabilities
• Ability to work independently and collaboratively across departments
• 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 commitment to continuous improvement

• Annual bonus eligibility
• Stock eligibility
• Sales incentives for certain roles
• Medical, dental, and vision insurance for US-based employees and dependents
• Employer-paid short-term and long-term disability insurance
• Basic life insurance
• 401(k) plan with company match
• PTO
• Work/life balance
• Professional and financial growth potential