Technical Support Engineer - Platform

• Provide second level direct support to partners and customers, responding promptly to inquiries within established Service Level Agreement objectives

• Maintain and develop proficiency with Acumatica's product suite
• Troubleshoot and analyze application-related issues and resolve them over email and web meetings
• Establish and maintain positive, professional relationships with clients and partners
• Analyze the customer's business and technical requirements and deliver appropriate solutions
• Provide continuing education to clients on how to use Acumatica products effectively in their businesses
• Manage client technical service requests, ensure timely resolution of customer issues, and escalate when necessary, so that clients receive responses within contractual service level response times
• Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate
• Using the Acumatica CRM application, reproduce and document client inquiries and reported problems, and provide feedback to Acumatica's Engineering, R&D, and Professional Services & Consulting teams
• Share best practices with team members to improve the quality and efficiency of client support
• Participate in individual or team projects, as needed, to expand client support offerings
• Collaborate with cross-functional team members on customer issues, resolutions, and best practices

• 1+ years of experience at an ERP company (preferably SaaS-based)
• Working knowledge of SQL servers (SQL, DDL, indexes, performance)
• Exposure to OData, Active Directory, AWS, PowerShell and Kibana
• Basic knowledge of ERP and accounting functionality
• Understanding of accounting principles and business practices
• College degree in Information Technology, Engineering, Computer Science, Accounting or Finance, or equivalent practical experience
• Experience in account management, or in service and support
• Experience troubleshooting business software products
• Ability to deliver quality service remotely and to communicate complicated concepts in a concise and articulate way
• Strong verbal and written communication skills
• Detail oriented, with strong multi-tasking and prioritization skills
• 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 (Word, Excel, PowerPoint, Outlook)
• Knowledge of customer service principles and practices is a plus
• Basic experience writing SQL scripts, and comfortable working with MS SQL databases to troubleshoot data-related issues

• Industry competitive salary
• Comprehensive Health & Life insurances
• Hybrid working
• Office lunch
• Exposure to working with distributed global teams
• Paid paternity leave

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 HR@acumatica.com.