Senior ERP Product Support Engineer- L2

What youll do: 

As a Senior Technical Support Engineer you will directly interact with our partners and customers ensuring the highest level of customer satisfaction through technical mentoring coaching and consulting services as well as acting as a client advocate to resolve issues and to improve process and the application.

Roles and Responsibilities:

• Provide second level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives.
• Become highly proficient with using Acumaticas product suite.
• Ability to work without supervision
• Troubleshoot and analyze application-related issues and solve problems over emails and web meetings.
• Establish and maintain a positive and professional relationship with clients and partners. 
• Analyze the customers business and technical requirements and deliver appropriate solutions.
• Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
• Manage client technical service requests. Ensure timely resolution of customer issues escalating when necessary. Ensure clients receive responses to phone/on-line requests within service level response times as specified by contractual agreements and in service delivery plans.
• Communicate proactively with accounts regarding product and program information supportability issues and strategic product plans where appropriate.
• Using Acumatica CRM application properly reproduce and document client inquiries and reported problems and provide feedback to Acumaticas R&D and Professional Services & Consulting departments. 
• Share best practices with team members to enhance the quality and efficiency of client support.
• Participate in individual or team projects as needed to expand client support offerings. Document client inquiries and reported problems and provide feedback to Acumaticas Engineering.
• Ability to prioritize and switch between a variety of time-sensitive issues
• Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices.
• Actively contribute to knowledge sharing including but not limited to creating internal or external Knowledge base content for repetitive issues or troubleshooting techniques mentoring new hires and participating in educational sessions for partners and employees.
• Impact product directions and product fixes prioritization.
• Perform as Subject Matter Expert in at least 1 module consulting other engineers and providing assistance to support operations team for reviewing volume drivers or critical issues impact and assisting in knowledge base articles creation.

Qualifications :

What you need to succeed:

• Understanding of accounting principles and business practices.
• College Degree (Information Technology Engineering Computer Science Accounting Finance)
• 5 Years of Experience at an ERP company (preferably SaaS-based) in following roles: Business User Support Engineer or Implementation Consultant. 
• Good Functional knowledge of Finance modules
• Strong Technical and Functional knowledge of Distribution Manufacturing eCommerce. 
• Good understanding of different concepts within Manufacturing Supply Chain or Distribution industries (valuations MRP etc.)
• Experience with writing SQL scripts be comfortable working with MS SQL databases to troubleshoot data-related issues.
• Experience in account management or service and support. 
• Experience troubleshooting business software products required.
• Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
• Experience of handling high-priority issues as a self-motivated and independent worker 
• Knowledge of customer service principles and practices is a plus.
• Strong verbal and written communication skills.
• Good experience in Acumaticas cross-area functionality for troubleshooting reporting Generic Inquiry Import/Export scenarios Request Profiler etc.
• Experience working with Engineering and product management teams to influence product improvements.
• Understanding of the basis of product development lifecycle.
• Detail oriented and excellent multi-tasking skills prioritization of tasks.
• Good interpersonal and organizational skills.
• Must work well in a team environment and present a professional demeanor.
• Must be flexible reliable trustworthy and absolutely confidential with all matters.
• Strong computer skills (i.e. Word Excel PowerPoint and Outlook).

Additional Information :

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please e-mail . This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.

At Acumatica certain roles are eligible for additional rewards including annual bonus and stock. These awards are allocated based on individual performance. In addition certain roles also have the opportunity to earn sales incentives based on revenue or utilization depending on the terms of the plan and the employees role.