Support Analyst II

Role Description

Amtech is seeking a Support Analyst II to support the EnCore ERP platform, with a focus on plant floor operations, production scheduling, inventory management, and manufacturing workflows used throughout the corrugated and folding carton industry.

This is a hands-on technical role requiring end-to-end case ownership, analytical problem-solving, and the ability to work across applications, databases, and system-level issues. It is not a ticket-only support position.

Manufacturing experience is required. Understanding how production floors operate — from scheduling and shop floor execution through inventory and shipping — matters more than ERP expertise. Candidates with broader manufacturing backgrounds are encouraged to apply; experience in corrugated, folding carton, or packaging is a strong plus but not required.

Key Responsibilities

• Configure and support Label Traxx accounting modules, including General Ledger, Accounts Receivable, Accounts Payable, Inventory, Purchasing, and Cost Accounting
• Analyze and troubleshoot financial reporting issues across General Ledger, Trial Balance, Balance Sheet, Income Statement, Accounts Receivable and Accounts Payable aging, inventory valuation, job costing, WIP, and other financial reports; identify discrepancies between transactional data, subledgers, and reported financial results
• Own accounting support cases end-to-end, including triage, investigation, reproduction, root-cause analysis, resolution, customer communication, and documentation; drive complex financial issues through to successful closure with appropriate escalation when required.
• Analyze customer accounting workflows and recommend Label Traxx best practices to improve efficiency and financial accuracy.
• Assist customers with chart of accounts configuration, posting rules, accounting periods, and financial setup.
• Support customer implementations, upgrades, and accounting migrations; validate financial configuration before and after deployment.
• Perform financial reconciliations and investigate accounting discrepancies by tracing transactions through Accounts Receivable, Accounts Payable, Inventory, Purchasing, Job Costing, WIP, COGS, and General Ledger; determine the source of out-of-balance conditions, incorrect postings, valuation differences, and control-account discrepancies.
• Trace financial transactions through the complete ERP workflow — from operational activity such as purchasing, receiving, inventory movement, production, shipping, invoicing, credits, and payments through the resulting accounting entries and General Ledger postings; identify where incorrect configuration, transaction processing, or workflow behavior caused an unexpected financial result.
• Diagnose and differentiate accounting configuration, data, workflow, integration, and software issues; determine whether a customer problem is caused by system setup, transaction history, user process, financial configuration, integration behavior, reporting logic, or a product defect; escalate confirmed software defects with clear reproduction steps, supporting financial evidence, and expected versus actual results.
• Provide customer training on accounting functionality, manufacturing costing, inventory transactions, and financial best practices within Label Traxx.
• Create and maintain accounting implementation guides, knowledge base articles, SOPs, and customer-facing documentation.
• Partner with Product, Development, Professional Services, Customer Success, and Technical Support teams to resolve customer issues.
• Escalate software defects affecting accounting functionality with detailed reproduction steps and supporting documentation.
• Participate in testing and validation of new accounting features and product releases.
• Support customers across North America and Europe