L1 Support Representative for Acumatica Software

We're hiring an L1 Support Representative for a growing software company with Acuamtica experience. This is a fully remote, full-time role supporting enterprise clients through a fast-paced ticketing environment

What You'll Be Doing

• First point of contact for inbound support requests via Jira Service Management (JSM)
• Troubleshoot and resolve basic technical issues related to Acumatica; escalate to L2/L3 when needed
• Track, document, and update incidents and service requests in JSM and Confluence
• Keep customers informed on ticket status and resolution progress

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• Follow established SOPs for incident management and client communication
• Collaborate cross-functionally to drive timely issue resolution

What We're Looking For

• 1+ year in a help desk or customer support role (software support preferred)
• Experience supporting Acumatica or similar ERP/SaaS platforms is a strong plus

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• Hands-on experience with Jira Service Management or similar ticketing tools
• Strong written and verbal communication
• Solid troubleshooting instincts and ability to work independently

The Basics

• Remote | Full-Time
• Standard business hours with occasional after-hours coverage