Full-Time Senior Support Analyst

Job Overview: Senior Support Operations Analyst plays a crucial role in enhancing customer satisfaction and support efficiency. Senior Support Operations Analyst manages self-service resources, creates educational materials, designs and improves support processes and reports, and collaborates with various teams to improve customer experience with Acumatica products. Another important area for support operations is the continuous improvement of customer experience with the product through finding and proactively informing the Development and Product Management team about potential product issues.

Key Responsibilities:

• Analyze incoming cases volume to determine repeated issues and patterns.
• Develop action plans, present to stakeholders, and drive execution (writing KB articles, working with engineering, improving product supportability).
• Prepare and design reports for Support.
• Conduct regular proactive communication with Product and Engineering teams.
• Mentor and oversee other support analysts.
• Work with SaaS, IT, and Business Systems groups for support team effectiveness.
• Other tasks as assigned.

Qualifications:

• Bachelor’s degree in business, IT, Engineering, or a related field.
• 3+ years’ experience working with ERP or other business application software.
• Understanding of product support and development processes.
• Excellent communication and presentation skills.
• Cross-functional collaboration and communication skills.
• Excellent search and data analysis skills.
• Experience with ticketing systems (e.g., JIRA), CRM platforms, and business-intelligence/reporting tools (Excel, Tableau, Power BI, Confluence dashboards).
• Familiarity with cloud-based business software or ERP systems.
• ITIL or similar frameworks knowledge (plus).
• Strong prioritization, attention to detail, problem-solving skills.
• Self-motivated team player.

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