Manager, ERP Application Support (Distribution)

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 ResponsibilitiesTeam Leadership & OperationsLead, 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 ManagementProvide 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 & CollaborationAnalyze 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.