Job Specifications
We are seeking a Level 2 Support Analyst to serve as a trusted problem-solver for our customers in the packaging industry. In this role, you'll take on complex technical challenges, support plant operations, and collaborate with cross-functional teams across Support, Engineering, Development, and Product Management. Your expertise will ensure our software solutions deliver maximum value to mission-critical operations.
Responsibilities
Take ownership of escalated cases from Level 1 support, customers, and internal stakeholders
Troubleshoot and resolve issues in production scheduling, shop floor data collection, machine integrations, and automation
Act as a subject matter expert for Amtech's product suite (Encore & Imaginera ERP, Advanced Planning Board, Solutions Scheduling, ScoreKeeper, TopGun, Rollstock Management)
Perform root cause analysis through SQL queries, configuration reviews, logs, and replication testing
Document defects and enhancement requests; collaborate with Engineering and Product teams
Maintain case accuracy and updates within Salesforce Service Cloud
Provide configuration guidance, optimization support, and best practices to end users
Mentor Level 1 support team members and contribute to internal knowledge base/runbooks
Occasionally assist with system upgrades and new implementations
Travel as needed (typically once every 6-8 weeks)
Requirements
3+ years in the packaging industry with a focus on IT, scheduling, or shipping
3+ years supporting enterprise software (MES/ERP or manufacturing systems preferred)
Strong SQL skills (queries, joins, data validation)
Knowledge of MES/ERP platforms, production scheduling, or shop floor technology
Familiarity with support tools such as Salesforce Service Cloud, N-Able, or TeamViewer
Understanding of Windows Server environments, permissions, logs, and network operations
Bachelor's degree in Information Systems, Engineering, or related field (or equivalent experience)
Excellent communication skills, customer-focused mindset, adaptability, and a passion for continuous improvement
About the Company
firstPRO provides talent delivery strategies that attack critical gaps surrounding today's modern workforce. We are dedicated to providing creative workforce solutions that span across Professional Services, Staff Augmentation, Contingent and Retained Executive Search. Our delivery teams are capable of providing services in 4 key areas: - Accounting | Finance - Technology | Digital | Creative - Business Operations | Administrative - Supply Chain | Logistics
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