Senior ERP Product Support Engineer- L2

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 Acumatica’s 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 customer’s 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 Acumatica’s 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 Acumatica’s 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 Acumatica’s 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).

We offer:

• Private health insurance

• Performance bonuses

• Full work equipment (Laptop, mouse, headphones, etc)

• Great opportunities for career growth