Associate Support Analyst

Innovation Engage with cutting-edge technologies, including AI-driven automation, and contribute to modernizing operational processes across the business. Amtech is seeking a Labels Application Support Associate to support the Label Traxx ERP platform, Batched scheduling solution, and Siteline web-to-print platform used throughout the label and narrow-web converting industry. This is a hands-on technical role focused on troubleshooting, configuration, reporting, integrations, and customer support. It is not a ticket-only support position. It requires technical ownership, analytical problem-solving, and the ability to work across application, database, reporting, and system-level issues. Print industry experience is required. Understanding how label and narrow-web print shops operate and do business matters more than ERP expertise. Technical skills can be built; industry context cannot. Candidates without print industry background will not be considered.

Schedule Standard working hours are 9:30 AM – 6:30 PM IST. During the first 90 days, an offset training schedule may require availability up to 11:00 AM Eastern Time on selected days.

KEY RESPONSIBILITIES

•Own support cases end-to-end across Label Traxx, Batched, and Siteline — from initial diagnosis through resolution •Troubleshoot complex issues spanning application logic, database records, reporting, integrations, and infrastructure •Analyze application data, customer configurations, and workflow issues to validate system behavior and identify root causes •Modify and execute queries to investigate data-related problems and support Batched configuration and rule troubleshooting •Support Batched scheduling, workflow configuration, and customer implementations; troubleshoot scheduling rules, production planning logic, and workflow automation •Support Siteline storefront implementations, including order processing, artwork approval workflows, and Label Traxx-to-Siteline integration issues •Troubleshoot Windows servers, services, and application environments; configure and support Label Traxx as a Windows service •Analyze logs, system behavior, and service failures to identify root causes; support server upgrades, migrations, and environment validation •Create and maintain troubleshooting guides, KB articles, and SOPs; research prior cases and documentation before escalating •Identify recurring issues and recommend durable solutions; contribute to support process improvements •Partner with Product, Development, Professional Services, Infrastructure, and Customer Success teams •Escalate product defects with detailed reproduction steps and supporting evidence •Participate in testing and validation of new features and product releases •Support customers across North America and Europe; participate in off-hours work as needed for upgrades, installations, and critical incidents