Application Analyst

Overview

We are seeking a Level 2 Support Analyst to serve as a trusted problem-solver for customers in the manufacturing and packaging technology space. This role involves tackling complex technical challenges, supporting plant operations, and collaborating with Support, Engineering, Development, and Product Management teams to ensure enterprise software solutions deliver maximum value to clients’ mission-critical operations.

Base pay range

$80,000.00/yr - $90,000.00/yr

• Own and resolve escalated support cases from Level 1, customers, and internal stakeholders.
• Troubleshoot issues across production scheduling, shop floor data collection, machine integrations, and automation.
• Conduct root cause analysis using SQL, configuration reviews, logs, and testing.
• Document defects, enhancement requests, and partner with Engineering and Product teams.
• Maintain accurate case records within support systems (e.g., Salesforce Service Cloud).
• Provide best-practice guidance to end users and mentor Level 1 team members.
• Contribute to internal knowledge bases and occasionally assist with upgrades or implementations.
• Travel occasionally (typically once every 6–8 weeks).

• 3+ years of experience in manufacturing, packaging, or related industries with IT, scheduling, or shipping focus.
• 3+ years supporting enterprise software (MES/ERP or manufacturing systems preferred).
• Familiarity with MES/ERP platforms, production scheduling, shop floor technology, and support tools (Salesforce Service Cloud, N-Able, Team Viewer, etc.).
• Solid understanding of Windows Server environments, permissions, logs, and networks.
• Bachelor’s degree in Information Systems, Engineering, or related field (or equivalent experience).
• Strong communication skills, customer-focused mindset, and ability to adapt across multiple systems.

• Associate

• Full-time

• Information Technology

• Software Development

• Medical insurance
• Vision insurance
• 401(k)