Senior Application Support consultant - Distribution

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

As a Senior Application Support Specialist, you will directly interact with our partners and customers ensuring the highest level of customer satisfaction through technical mentoring, coaching and consulting services, as well as acting as a client advocate to resolve issues, and to improve process and the application.

Roles and Responsibilities:

• Provide first level direct support to partners and customers by responding promptly to inquiries within established Service Level Agreement objectives
• Become highly proficient with using Acumatica’s product suite.
• Troubleshoot and analyze application-related issues and solve problems over phone/chat and web meetings.
• Establish and maintain a positive and professional relationship with clients. 
• Analyze customer's business and technical requirements and deliver appropriate solutions.
• Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
• Manage client technical service requests. Ensure timely resolution of customer issues, escalating when necessary. Ensure clients receive responses to phone/on-line requests within service level response times, as specified per contractual agreements and in service delivery plans.
• Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans where appropriate.
• Using the Service Desk application, properly reproduce and document client inquiries and reported problems and provide feedback to Acumatica’s R&D and Professional Services & Consulting departments. 
• Share best practices with team members to enhance the quality and efficiency of client support.
• Participate in individual or team projects, as needed, to expand client support offerings. Document client inquiries and reported problems and provide feedback to Acumatica’s level II support and R&D.
• Collaborate with other cross-functional team members to discuss customer issues and resolutions and to share best practices. Create Knowledge Base articles for repetitive issues.
• Working Hours: Candidates must be willing to work the US shift (6:30 PM – 3:30 AM Sri Lanka Time

What you need to succeed:

• Understanding of accounting principles and/or business practices
• College Degree (Information Technology, Engineering, Computer Science, Accounting, Finance)
• Experience in account management or service and support. 
• Experience troubleshooting business software products.
• Ability to deliver quality service and problem-solving skills remotely to clients and communicate complicated concepts in a concise and articulate way.
• Must be comfortable with troubleshooting software, computer, and other IT related problems (CRM, ERP / accounting software systems like Dynamics AX, Dynamics NAV, SAP, Oracle EBS, JD Edwards, Everest, Sage, Odoo, Siebel, or basic business-related software.
• Knowledge of Tiered Support Structure (L1-3) and Case Escalation Processes
• Work output must be detailed for the highest level of acc