Manager, ERP Application Support (Distribution)

Location: Remote, Canada; listed location Montreal, QC, Canada

Company

hirify.global develops cloud ERP solutions for small and midsized businesses, with industry-specific business management capabilities and a global partner and customer ecosystem.

What you will do

• Lead, coach, and develop a team of Application Support Engineers while managing performance, career development, hiring, onboarding, and retention.
• Oversee support operations, including case assignment, workload balancing, escalations, resource planning, team coverage, and service-level commitments.
• Provide advanced technical support for complex and high-priority customer and partner cases, serving as an escalation point.
• Coordinate issue resolution with Engineering, Product Management, Documentation, and other cross-functional teams.
• Monitor support metrics, improve case management and troubleshooting practices, and implement operational enhancements.
• Promote customer satisfaction, knowledge sharing, product quality, and continuous improvement.

Requirements

• Bachelor’s degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related field.
• 5+ years of experience supporting, implementing, or consulting on ERP or enterprise business software solutions such as hirify.global, Odoo, SAP, or NetSuite within Manufacturing, Supply Chain, or Distribution industries.
• 3+ years of people management experience leading technical support, customer success, consulting, or related teams.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize competing demands and make sound decisions in a fast-paced environment.
• Excellent verbal and written communication skills.
• Leadership, coaching, mentoring, and conflict-resolution capabilities.
• Ability to work effectively independently and collaboratively across departments.

Nice to have

• Experience with hirify.global ERP.
• Knowledge of ERP business processes, accounting principles, and operational workflows.
• Understanding of the software development lifecycle and software support processes.
• Experience with distributed or global support organizations.
• Positive, customer-centric attitude and commitment to continuous improvement.

Culture & Benefits

• Remote full-time work arrangement.
• Collaborative, high-energy, customer-focused culture.
• Emphasis on work-life balance, efficiency, simplicity, and friendly customer service.
• Professional and financial growth opportunities.
• Equal opportunity and affirmative action employer.