Manager, ERP Application Support (Distribution)

Acumatica; Montreal; On-site; CAD 90,000 - 140,000; Full time

Job summary

Acumatica is seeking a Manager, Application Support in Montreal to lead a high-energy team delivering advanced technical support to customers and partners. You will balance people leadership with hands-on escalation management and cross-functional collaboration.

You will drive performance, optimize support processes, and uphold SLAs while expanding product knowledge and ensuring top-tier customer experiences.

Qualifications

• Bachelor's degree in IT, MIS, business or related field.
• 5+ years of experience supporting or implementing ERP systems like Acumatica, Odoo, SAP or NetSuite.
• 3+ years of people management leading technical support or customer success teams.
• Strong analytical, troubleshooting and decision-making skills.
• Excellent verbal and written communication and leadership abilities.

Responsibilities

• Lead, coach and develop a team of Application Support Engineers.
• Oversee daily support operations, case assignment, escalation, and resource planning.
• Coordinate with Engineering, Product Management and Documentation to resolve complex issues.
• Ensure SLAs are met and drive customer satisfaction metrics.
• Promote knowledge sharing and best practices across the team.

Skills

ERP systems

People mgmt

Customer support

Leadership

Communication

Education

Bachelor's degree

Job description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) solutions with growing businesses worldwide. But don’t take our word for it—read what analysts like G2, IDC, Nucleus Research, and Info-Tech have to say about us.

Acumatica is different by design and purposely built to help small and midsized companies thrive in today’s digital economy. Our industry-specific business management solution is engineered to address real-world needs—featuring intelligent workflows and market-leading usability that enable companies to manage risk, anticipate disruption, and seize new opportunities. Our principled business practices, growth-friendly licensing, and flexible deployment options put organizations in control of their own future. Acumatica is more than just a product—we are a community of partners, customers, and creators committed to elevating business performance. Our ecosystem is driven by collaboration, merging leading technology and real-world insights to put organizations control of their future. In May of 2025, Acumatica was acquired by Vista Equity Partners, a global investment firm focused on enterprise software, data and technology-enabled businesses.

Acumatica’s culture is collaborative and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential. To learn more about Acumatica’s mission, please visit: http://www.acumatica.com.

Job Description

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 fast-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.

Qualifications

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.

Additional Information

Acumatica is an Aff…

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