ERP Application Support Manager: Lead High-Performing Team

Visa Hunt; United States; On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Annual bonus

Stock options

Job summary

Acumatica is seeking a Manager, Application Support who combines technical depth with people leadership. This role focuses roughly 30% on advanced technical support for Acumatica customers and partners, while guiding a team of Support Engineers to deliver exceptional service and operational excellence.

The successful candidate will possess strong leadership, communication, coaching, prioritization, and conflict-resolution skills, with the ability to drive team performance in a fast-paced

Qualifications

• 5+ years of ERP experience in manufacturing, supply chain, or distribution.
• 3+ years of people management leading technical support or related teams.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication.
• Ability to prioritize and make sound decisions in fast-paced environments.
• Ability to work independently and across departments.

Responsibilities

• Lead, coach, and develop a team of Application Support Engineers to achieve high 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.
• Foster a positive, collaborative, and customer-focused team culture.
• Interview, hire, onboard, and retain high-performing support professionals.
• 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.
• 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.

Skills

ERP experience

People management

Leadership

Communication skills

Problem-solving

Education

Bachelor's degree in Information Technology, MIS, Business Administration, CS, or related field

Job description

Acumatica is seeking a Manager, Application Support who combines technical depth with people leadership. This role focuses roughly 30% on advanced technical support for Acumatica customers and partners, while guiding a team of Support Engineers to deliver exceptional service and operational excellence.

The successful candidate will possess strong leadership, communication, coaching, prioritization, and conflict-resolution skills, with the ability to drive team performance in a fast-paced