Technical Support Engineer - Platform

Company 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 -

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

Qualifications

• 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

Additional Information

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

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 .