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

Department: COGS
Function: Distribution
Experience Level: Mid-Senior Level