Manager, ERP Application Support – Distribution

This is a fully remote position, open to applicants in Serbia, +1 more country.

📋 Description

• Lead, mentor, and cultivate a team of Application Support Engineers.

• Manage daily support operations, including case assignments, workload distribution, escalation handling, and resource management.

• Ensure the team's coverage aligns with incoming support requirements and service-level agreements.

• Conduct individual meetings, performance evaluations, and discussions regarding career development.

• Identify training and development needs, offering coaching, mentoring, and learning opportunities.

• Promote a positive, collaborative, and customer-oriented team culture.

• Participate in the recruitment, onboarding, and retention of support professionals.

• Provide advanced technical assistance for complex and high-priority cases involving customers and partners.

• Act as an escalation point for difficult technical challenges.

• Coordinate issue resolution with Engineering, Product Management, Documentation, and other cross-functional teams.

• Ensure case management aligns with SLAs and customer satisfaction goals.

• Maintain expertise in Acumatica products and associated technologies.

• Analyze support procedures and suggest operational improvements.

• Monitor team performance metrics and enact enhancements.

• Advocate for best practices in case management, troubleshooting, knowledge sharing, and customer interaction.

• Collaborate with leadership and cross-functional stakeholders to enhance product quality and customer experience.

• Undertake additional responsibilities and special projects as assigned.

⛳️ Requirements

• Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related field.

• Over 5 years of experience in supporting, implementing, or consulting on ERP or enterprise business software solutions such as Acumatica, Odoo, SAP, or NetSuite, particularly in Manufacturing, Supply Chain, or Distribution sectors.

• More than 3 years of managerial experience leading technical support, customer success, consulting, or similar teams.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Capability to prioritize competing demands and make sound decisions in a dynamic environment.

• Exceptional verbal and written communication skills.

• Proficient in leadership, coaching, mentoring, and conflict-resolution.

• Ability to work both independently and collaboratively across various departments.

• Familiarity with Acumatica ERP.

• Knowledge of ERP business processes, accounting principles, and operational workflows.

• Understanding of the software development lifecycle (SDLC) and software support methodologies.

• Experience working within distributed or global support organizations.

• A positive, customer-focused mindset with a dedication to ongoing improvement.

🏝️ Benefits

• Eligibility for annual bonuses.

• Stock options available.

• Sales incentives for specific roles.

• Medical, dental, and vision insurance for US-based employees and their dependents.

• Employer-covered short-term and long-term disability insurance.

• Basic life insurance provided.

• 401(k) plan with company matching contributions.

• Paid time off (PTO).

• Emphasis on work/life balance.

• Opportunities for professional and financial growth.