📍 Job Overview

Job Title: Senior Technical Support Engineer - L2
Company: Acumatica
Location: Belgrade, Serbia
Job Type: Full-time
Category: Technical Support, Customer Service
Date Posted: 2025-06-30
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

Key Responsibilities: Provide second-level technical support to partners and customers, troubleshoot application-related issues, manage technical service requests, and maintain positive client relationships.
Key Skills: Technical support, customer service, SQL, accounting principles, problem-solving, communication skills, ERP systems, distribution knowledge, manufacturing knowledge, eCommerce knowledge, multi-tasking, team collaboration, documentation, knowledge sharing, client relationship management.

📝 Enhancement Note: This role focuses on providing high-level technical support and mentoring to clients, requiring strong technical and communication skills, as well as a solid understanding of ERP systems and various business processes.

💻 Primary Responsibilities

Technical Support: Provide second-level support to partners and customers, responding promptly to inquiries and resolving issues within established Service Level Agreement objectives.
Application Troubleshooting: Analyze and troubleshoot application-related issues, solving problems over emails and web meetings.
Client Relationship Management: Establish and maintain positive relationships with clients, acting as a client advocate to resolve issues and improve processes.
Client Education: Provide continuing education to clients on how to effectively use Acumatica products in their businesses.
Issue Resolution: Manage client technical service requests, ensuring timely resolution of customer issues and escalating when necessary.
Communication: Communicate proactively with accounts regarding product and program information, supportability issues, and strategic product plans.
Feedback and Knowledge Sharing: Document client inquiries and reported problems, providing 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.
Collaboration: Collaborate with cross-functional team members to discuss customer issues and resolutions, and to share best practices.
Product Impact: Impact product directions and product fixes prioritization by providing insights from client interactions and troubleshooting experiences.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work independently and in a team environment. The ideal candidate will have a deep understanding of ERP systems and various business processes, as well as excellent communication skills.

🎓 Skills & Qualifications

Education: Bachelor's degree in Information Technology, Engineering, Computer Science, Accounting, Finance, or a related field.

Experience: 5+ years of experience at an ERP company (preferably SaaS-based) in roles such as Business User, Support Engineer, or Implementation Consultant.

Required Skills:

Understanding of accounting principles and business practices.
Strong functional knowledge of finance modules.
Strong technical and functional knowledge of distribution, manufacturing, and eCommerce.
Good understanding of different concepts within manufacturing, supply chain, or distribution industries (valuations, MRP, etc.).
Experience with writing SQL scripts and working with MS SQL databases to troubleshoot data-related issues.
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.
Experience handling high-priority issues as a self-motivated and independent worker.
Strong verbal and written communication skills.
Good experience in Acumatica's cross-area functionality for troubleshooting (reporting, Generic Inquiry, Import/Export scenarios, Request Profiler, etc.).
Experience working with engineering and product management teams to influence product improvements.
Understanding of the basis of product development lifecycle.
Detail-oriented and excellent multi-tasking skills, prioritization of tasks.
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 (i.e., Word, Excel, PowerPoint, and Outlook).

Preferred Skills:

Knowledge of customer service principles and practices.
Experience with Acumatica's product suite.

📝 Enhancement Note: This role requires a strong technical background in ERP systems and various business processes, as well as excellent communication skills. The ideal candidate will have experience working with engineering and product management teams to influence product improvements and have a deep understanding of the product development lifecycle.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of ERP systems and various business processes through relevant case studies or projects.
Showcase problem-solving skills and the ability to troubleshoot application-related issues.
Highlight experience in managing client technical service requests and maintaining positive client relationships.
Display excellent communication skills and the ability to articulate complex concepts in a concise and understandable manner.

Technical Documentation:

Provide examples of well-documented client inquiries and reported problems, demonstrating the ability to provide feedback to relevant departments.
Showcase experience in creating internal or external Knowledge Base content for repetitive issues or troubleshooting techniques.
Demonstrate the ability to mentor new hires and participate in educational sessions for partners and employees.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €35,000 and €50,000 per year, based on regional market standards for senior technical support engineers with 5-10 years of experience in the ERP industry.

Benefits:

Affirmative Action and Equal Opportunity Employer/Veterans/Disabled.
Annual bonus and stock opportunities for certain roles.
Sales incentives based on revenue or utilization for certain roles.

Working Hours: Full-time position with a standard workweek of 40 hours, with flexibility for handling high-priority issues and maintenance windows as needed.

🎯 Team & Company Context

Company Culture:

Industry: Cloud-based ERP software provider.
Company Size: Medium to large (100-1,000 employees).
Founded: 2008.
Team Structure: The technical support team consists of various levels of support engineers, working together to provide high-quality service to clients. The team collaborates with cross-functional departments, such as R&D, Professional Services & Consulting, and Engineering, to improve products and processes.
Development Methodology: Agile/Scrum methodologies are used for product development, with a focus on continuous improvement and client feedback.

Company Website: www.acumatica.com

📝 Enhancement Note: Acumatica is a leading provider of cloud-based ERP software, focusing on empowering small and mid-size businesses. The company values continuous improvement, client feedback, and collaboration across departments to deliver high-quality products and services.

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support Engineer - L2 is an advanced role within the technical support career path, focusing on providing high-level support and mentoring to clients, as well as influencing product improvements and contributing to the product development lifecycle.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with cross-functional teams, such as R&D, Professional Services & Consulting, and Engineering.

Technical Impact: Senior Technical Support Engineers - L2 have a significant impact on product directions and product fixes prioritization by providing insights from client interactions and troubleshooting experiences. They also contribute to the improvement of client support offerings and the creation of Knowledge Base content.

Growth Opportunities:

Technical Growth: Expand technical knowledge and expertise in ERP systems, business processes, and related technologies. Contribute to the development of new features and improvements within the product suite.
Leadership Development: Develop leadership skills by mentoring new hires, sharing best practices, and collaborating with cross-functional teams. Contribute to the improvement of client support offerings and the creation of Knowledge Base content.
Architecture Decision-Making: Influence product directions and product fixes prioritization by providing insights from client interactions and troubleshooting experiences. Contribute to the development of new features and improvements within the product suite.

📝 Enhancement Note: This role offers significant growth opportunities for technical professionals looking to expand their expertise in ERP systems, business processes, and related technologies. The ideal candidate will have a strong technical background and excellent communication skills, with a desire to learn and grow within the organization.

🌐 Work Environment

Office Type: Hybrid work environment, with remote work options available for certain roles and teams.

Office Location(s): Belgrade, Serbia.

Workspace Context:

Collaborative Environment: The technical support team works closely with cross-functional departments, such as R&D, Professional Services & Consulting, and Engineering, to improve products and processes.
Development Tools: Acumatica's product suite, SQL databases, and other relevant tools are used to troubleshoot application-related issues and manage client technical service requests.
Team Interaction: The technical support team works together to provide high-quality service to clients, with a focus on collaboration, knowledge sharing, and continuous improvement.

Work Schedule: Full-time position with a standard workweek of 40 hours, with flexibility for handling high-priority issues and maintenance windows as needed.

📝 Enhancement Note: Acumatica offers a hybrid work environment, with remote work options available for certain roles and teams. The technical support team works closely with cross-functional departments to improve products and processes, with a focus on collaboration, knowledge sharing, and continuous improvement.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: Demonstrate strong technical skills in ERP systems, business processes, and related technologies. Showcase problem-solving skills and the ability to troubleshoot application-related issues.
Client Interaction Simulation: Role-play client interactions to assess communication skills and the ability to articulate complex concepts in a concise and understandable manner.
Team Fit Assessment: Collaborate with team members to discuss customer issues and resolutions, and to share best practices. Assess cultural fit and the ability to work well in a team environment.
Final Evaluation: Evaluate technical skills, problem-solving abilities, communication skills, and cultural fit. Assess the candidate's potential to contribute to the improvement of client support offerings and the creation of Knowledge Base content.

Portfolio Review Tips:

Highlight relevant case studies or projects that demonstrate a strong understanding of ERP systems and various business processes.
Showcase problem-solving skills and the ability to troubleshoot application-related issues.
Emphasize excellent communication skills and the ability to articulate complex concepts in a concise and understandable manner.
Provide examples of well-documented client inquiries and reported problems, demonstrating the ability to provide feedback to relevant departments.
Showcase experience in creating internal or external Knowledge Base content for repetitive issues or troubleshooting techniques.

Technical Challenge Preparation:

Brush up on ERP systems, business processes, and related technologies.
Practice problem-solving skills and the ability to troubleshoot application-related issues.
Prepare for client interaction simulations by rehearsing communication skills and the ability to articulate complex concepts in a concise and understandable manner.
Familiarize yourself with Acumatica's product suite, SQL databases, and other relevant tools.

ATS Keywords:

Programming Languages: SQL
Web Frameworks: Acumatica
Server Technologies: MS SQL databases
Databases: MS SQL
Tools: ERP systems, business processes, customer service principles and practices
Methodologies: Agile/Scrum, product development lifecycle
Soft Skills: Problem-solving, communication, team collaboration, knowledge sharing, client relationship management
Industry Terms: ERP, SaaS, cloud-based software, technical support, customer service, client relationship management

📝 Enhancement Note: The interview process for this role focuses on assessing technical skills, problem-solving abilities, communication skills, and cultural fit. The ideal candidate will have a strong technical background in ERP systems, business processes, and related technologies, as well as excellent communication skills and the ability to work well in a team environment.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable, as this role focuses on technical support and does not involve frontend development.

Backend & Server Technologies:

Acumatica: The primary backend and server technology used by Acumatica is its proprietary cloud-based ERP software suite.
MS SQL Databases: SQL databases are used to store and manage data related to client inquiries, reported problems, and other relevant information.

Development & DevOps Tools:

Acumatica CRM: A customer relationship management application used to document client inquiries and reported problems, as well as to provide feedback to relevant departments.
Version Control: Git is used for version control and collaborative development.
CI/CD Pipelines: Jenkins is used for automated deployment and continuous integration/continuous deployment (CI/CD) pipelines.
Monitoring Tools: New Relic is used for web performance tracking and server monitoring.

📝 Enhancement Note: This role focuses on technical support and does not involve frontend development. The primary backend and server technology used by Acumatica is its proprietary cloud-based ERP software suite, with MS SQL databases used for data management. Development and DevOps tools, such as Acumatica CRM, Git, Jenkins, and New Relic, are used to support the technical support process.

👥 Team Culture & Values

Web Development Values:

Client Focus: Acumatica places a strong emphasis on client satisfaction, with a focus on providing high-quality service and support to clients.
Continuous Improvement: Acumatica values continuous improvement and encourages team members to contribute to the improvement of products and processes.
Collaboration: Acumatica fosters a collaborative work environment, with a focus on teamwork, knowledge sharing, and cross-functional collaboration.
Innovation: Acumatica encourages innovation and creativity, with a focus on developing new features and improvements within the product suite.

Collaboration Style:

Cross-Functional Integration: The technical support team works closely with cross-functional departments, such as R&D, Professional Services & Consulting, and Engineering, to improve products and processes.
Code Review Culture: Acumatica encourages a code review culture, with a focus on peer programming and knowledge sharing.
Knowledge Sharing: Acumatica values knowledge sharing and encourages team members to contribute to the creation of internal and external Knowledge Base content for repetitive issues or troubleshooting techniques.

📝 Enhancement Note: Acumatica places a strong emphasis on client satisfaction, with a focus on providing high-quality service and support to clients. The company values continuous improvement, collaboration, and innovation, with a focus on developing new features and improvements within the product suite. The technical support team works closely with cross-functional departments to improve products and processes, with a focus on teamwork, knowledge sharing, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

ERP Systems Complexity: ERP systems can be complex, requiring a deep understanding of various business processes and related technologies. Senior Technical Support Engineers - L2 must be able to navigate this complexity and provide high-level support and mentoring to clients.
Troubleshooting Application-Related Issues: Senior Technical Support Engineers - L2 must be able to analyze and troubleshoot application-related issues, often working with limited information and under tight deadlines.
Client Relationship Management: Senior Technical Support Engineers - L2 must be able to maintain positive relationships with clients, acting as a client advocate to resolve issues and improve processes. This requires excellent communication skills and the ability to articulate complex concepts in a concise and understandable manner.
Product Directions and Prioritization: Senior Technical Support Engineers - L2 must be able to influence product directions and product fixes prioritization by providing insights from client interactions and troubleshooting experiences. This requires a deep understanding of the product development lifecycle and the ability to work collaboratively with cross-functional teams.

Learning & Development Opportunities:

Technical Skill Development: Senior Technical Support Engineers - L2 can expand their technical knowledge and expertise in ERP systems, business processes, and related technologies by working on complex issues, collaborating with cross-functional teams, and contributing to the development of new features and improvements within the product suite.
Leadership Development: Senior Technical Support Engineers - L2 can develop leadership skills by mentoring new hires, sharing best practices, and collaborating with cross-functional teams. They can also contribute to the improvement of client support offerings and the creation of Knowledge Base content.
Architecture Decision-Making: Senior Technical Support Engineers - L2 can influence product directions and product fixes prioritization by providing insights from client interactions and troubleshooting experiences. They can also contribute to the development of new features and improvements within the product suite.

📝 Enhancement Note: This role offers significant technical challenges and growth opportunities for professionals looking to expand their expertise in ERP systems, business processes, and related technologies. The ideal candidate will have a strong technical background and excellent communication skills, with a desire to learn and grow within the organization.

💡 Interview Preparation

Technical Questions:

ERP Systems: Describe your experience with ERP systems and business processes. How have you handled complex issues in the past?
Troubleshooting: Walk us through your process for troubleshooting application-related issues. How do you approach limited information or tight deadlines?
Client Relationship Management: How do you maintain positive relationships with clients while resolving issues and improving processes? Can you provide an example of a challenging client interaction and how you handled it?
Product Directions and Prioritization: How do you influence product directions and product fixes prioritization based on client interactions and troubleshooting experiences? Can you provide an example of a product improvement you contributed to in a previous role?

Company & Culture Questions:

Company Culture: How do you see yourself fitting into Acumatica's company culture? What aspects of our culture appeal to you the most?
Technical Support: What do you think sets Acumatica's technical support apart from other companies in the industry? How do you plan to contribute to our continued success in this area?
Cross-Functional Collaboration: How do you approach working with cross-functional teams? Can you provide an example of a successful collaboration experience in a previous role?

Portfolio Presentation Strategy:

Case Studies: Highlight relevant case studies or projects that demonstrate your experience with ERP systems, business processes, and related technologies. Focus on problem-solving skills, application-related issue troubleshooting, and client relationship management.
Technical Documentation: Provide examples of well-documented client inquiries and reported problems, demonstrating your ability to provide feedback to relevant departments. Showcase your experience in creating internal or external Knowledge Base content for repetitive issues or troubleshooting techniques.
Client Interaction Simulation: Role-play client interactions to demonstrate your communication skills and ability to articulate complex concepts in a concise and understandable manner. Focus on active listening, empathy, and problem-solving skills.

📝 Enhancement Note: The interview process for this role focuses on assessing technical skills, problem-solving abilities, communication skills, and cultural fit. The ideal candidate will have a strong technical background in ERP systems, business processes, and related technologies, as well as excellent communication skills and the ability to work well in a team environment.

📌 Application Steps

To apply for this Senior Technical Support Engineer - L2 position at Acumatica:

Customize Your Portfolio: Highlight relevant case studies or projects that demonstrate your experience with ERP systems, business processes, and related technologies. Focus on problem-solving skills, application-related issue troubleshooting, and client relationship management.
Optimize Your Resume: Emphasize your technical skills, experience with ERP systems, business processes, and related technologies. Include specific examples of problem-solving skills, application-related issue troubleshooting, and client relationship management.
Prepare for Technical Interviews: Brush up on ERP systems, business processes, and related technologies. Practice problem-solving skills and the ability to troubleshoot application-related issues. Prepare for client interaction simulations by rehearsing communication skills and the ability to articulate complex concepts in a concise and understandable manner.
Research the Company: Familiarize yourself with Acumatica's company culture, values, and mission. Understand the company's position in the ERP industry and its competitive advantages. Prepare questions to ask during the interview process to demonstrate your interest and enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Technical Support Engineer- L2