Our client is seeking a Level 2 Support Analyst to serve as a trusted problem-solver for customers in the manufacturing and industrial sector. In this role, you’ll take on complex technical challenges, support plant operations, and work closely with cross-functional teams in Support, Engineering, Development, and Product Management. Your expertise will help ensure critical software solutions operate seamlessly and deliver maximum value in production environments.

EXPERIENCE:

• 3+ years working in the manufacturing, supply chain, or logistics industry, ideally with exposure to IT systems, scheduling, or shipping.
• 3+ years of experience supporting enterprise software (ERP, MES, or other manufacturing-focused platforms).
• Proficiency in SQL (queries, joins, and data validation).
• Familiarity with ERP/MES platforms, production scheduling, or shop floor technology.
• Experience with support tools such as Service Cloud, TeamViewer, or similar.
• Understanding of Windows Server environments, logs, permissions, and networking basics.

EDUCATION:

• Bachelor’s degree in Information Systems, Engineering, or a related discipline, or equivalent professional experience.
  Job Type: Full-time
  Pay: $80,000.00 - $95,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience:

• Manufacturing Industry: 2 years (Preferred)

Work Location: Hybrid remote in Princeton, NJ 0854

• Take ownership of escalated cases from Level 1 support, customers, and internal teams.
• Troubleshoot and resolve issues related to production scheduling, shop floor data collection, machine connectivity, and automation tools.
• Serve as a subject matter expert across multiple enterprise applications, including ERP, scheduling, automation, and shop floor management systems.
• Perform root cause analysis using SQL, configuration reviews, log analysis, and replication testing.
• Document defects, capture enhancement requests, and partner with Engineering and Product teams to drive improvements.
• Ensure case accuracy and timely updates within the ticketing system.
• Provide configuration guidance, system optimization recommendations, and end-user best practices.
• Mentor and coach Level 1 team members to strengthen the overall support function.
• Contribute to internal documentation, playbooks, and knowledge bases.
• Occasionally assist with software upgrades and new customer implementations.
• Travel periodically as needed (typically once every 6–8 weeks).