Application Analyst

firstPRO, Inc; King of Prussia (Montgomery County); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading tech solutions provider is seeking a Level 2 Support Analyst to tackle complex technical challenges and support clients in manufacturing. The role entails resolving escalated support cases, troubleshooting production issues, and collaborating with various teams. Ideal candidates should have over 3 years of relevant experience and a background in enterprise software support. Competitive benefits include medical and vision insurance, as well as a 401(k).

Qualifications

• 3+ years in manufacturing, packaging, or related IT industries.
• Experienced in supporting enterprise software (MES/ERP).
• Familiar with shop floor technology and production scheduling.

Responsibilities

• Own and resolve escalated support cases.
• Troubleshoot issues across production scheduling and integrations.
• Conduct root cause analysis using SQL and logs.

Skills

3+ years of experience in manufacturing or packaging

Support for enterprise software (MES/ERP)

Strong communication skills

Customer-focused mindset

Education

Bachelor’s degree in Information Systems, Engineering or related field

Tools

Salesforce Service Cloud

N-Able

TeamViewer

Job description

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

Responsibilities

• 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).

Qualifications

• 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, TeamViewer, 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.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development

Benefits

• Medical insurance
• Vision insurance
• 401(k)