NetSuite Support, Functional Manager

Role Overview

• Lead and manage the global NetSuite Support team of six, located across multiple regions, including regular 1-to-1 meetings, performance management, coaching and career development. Ensure workloads are balanced and the team remains focused on the highest-priority support issues.
• Coordinate support coverage across time zones, ensuring the team provides effective and responsive NetSuite support to a global user base.
• Act as the senior technical escalation point for NetSuite, providing hands-on support for complex system issues, troubleshooting configuration problems, analyzing transactions and supporting the resolution of high-priority incidents.
• Remain technically hands-on (approximately 50%), working directly on NetSuite support cases, system investigations and configuration troubleshooting where deeper expertise is required.
• Own full operational responsibility for the NetSuite support ticket queue, ensuring requests are correctly classified, prioritized and progressed, backlog levels are actively managed, and the team responds to users in a timely and structured manner.
• Monitor and manage support KPIs, including ticket volumes, response times, resolution times and backlog levels, and propose improvements to KPIs and support workflows where needed.
• Ensure clear governance of ticket types, including correct classification of BAU support issues, configuration changes and formal change requests, and ensure appropriate approval routes and processes are followed.
• Participate in the triage of system change requests as part of the Business Systems change review group (working with the Head of Business Systems, Business Systems Architect and PMO). Assess requests for business impact, cross-system implications, stakeholder involvement and prioritization, and help determine appropriate ownership, approval routes and implementation approach.
• Work closely with the Head of Business Systems, ensuring key issues, risks and recurring problems are escalated promptly and that major decisions or escalations outside the team are aligned and coordinated.
• Collaborate with Finance, Commercial, Operations and IT teams to ensure NetSuite continues to support business processes effectively.
• Identify recurring system issues or operational inefficiencies and propose improvements to system configuration, support processes or documentation.
• Create, maintain and continuously improve operational procedures, support documentation and knowledge base articles to ensure consistent support practices across the team.
• Coordinate knowledge sharing and training across the support team, helping develop NetSuite capability within the team and ensuring knowledge is distributed rather than concentrated in individuals.

Requirements

• Minimum 5+ years of hands-on experience leading a team supporting an ERP system, including troubleshooting, configuration, transaction analysis and user support within a complex business environment.
• NetSuite certification required (Administrator, ERP Consultant or equivalent), with strong knowledge of NetSuite modules, workflows, roles, permissions and system configuration.
• Proven experience acting as the senior escalation point for complex NetSuite support issues, with the ability to investigate system behaviour, analyze transactions and identify root causes.
• Experience leading or mentoring team members while remaining technically hands-on, including workload coordination, guidance on ticket resolution and support quality oversight.
• Strong experience managing application support or helpdesk operations, including ownership of support ticket queues, prioritization of requests and coordination of resolution across a support team.
• Demonstrated ability to manage and monitor support KPIs, such as ticket backlog levels, response times, resolution times and compliance, and to ensure the team remains on top of ticket volumes and priorities.
• Ability to define, monitor and continuously improve operational KPIs where required, identifying trends in ticket volumes, recurring issues and support performance.
• Strong understanding of ticket governance and approval processes, including distinguishing between BAU support issues, configuration changes and formal change requests, and ensuring the correct approval routes are followed.
• Experience participating in NetSuite design and configuration changes or implementation activities.
• Excellent English written and verbal communication skills.
• Strong interpersonal and stakeholder management skills, with the ability to work effectively with business users, technical teams and senior stakeholders.
• Detail-oriented with a high level of accuracy when analyzing transactions, system configurations and operational processes.
• Proactive self-starter with strong organizational ability, capable of managing multiple priorities while ensuring the support team remains focused on the highest-impact issues.
• Strong customer service mindset, ensuring business users receive clear communication and timely resolution of support issues.
• Ability to work under pressure and manage competing priorities while supporting a global organization across multiple time zones.

Tech Stack

• ERP

Benefits

• Job Benefits