NetSuite Support & Functional Manager

We are looking for a dynamic, motivated, and hard-working NetSuite Support & Functional Manager to join the Business Systems team. The role will report directly to the Head of Business Systems and will play a key role in leading the organization’s global NetSuite support capability, while also acting as the senior technical escalation point for complex system issues.

The role manages a globally distributed NetSuite support team, with team members currently located across multiple regions including Manila, Colombia and other locations as the team evolves. 

This role combines NetSuite expertise, team leadership, and operational governance, requiring a strong hands-on NetSuite professional who can both resolve complex support issues and guide a team of analysts supporting the platform. The NetSuite Support & Functional Manager will take ownership of the day-to-day support operations of NetSuite ERP across the organization, ensuring support tickets are prioritized effectively, issues and queries are resolved efficiently, and system performance continues to meet business needs.

In addition to managing support operations, the role will also participate in the triage and governance of change requests, working with the Head of Business Systems, Business Systems Architect and PMO to review proposed system changes, assess business and cross-system impacts, and ensure appropriate approval routes and change management processes are followed.

The role will lead the NetSuite support team while also working directly on complex cases, system investigations and configuration troubleshooting. In addition to resolving escalated issues, the NetSuite Support & Functional Manager will help improve support processes, monitor operational KPIs, maintain documentation, and ensure the organization continues to make effective and controlled use of the NetSuite platform.