Support Analyst

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

SKILLS & QUALIFICATIONS

Required

• Print or manufacturing industry experience print (label, narrow-web, or converting) is strongly preferred; manufacturing with production, inventory, and financial workflow experience is the minimum hard requirement
• Strong accounting foundation General Ledger, Accounts Receivable, Accounts Payable, Inventory Accounting, Job Costing, WIP, and COGS; a CPA is not required, but candidates must be able to work confidently across these areas as they are the core of this role
• Strong understanding of manufacturing workflows from estimating through invoicing
• 3–5 years of accounting, ERP consulting, or manufacturing accounting experience
• Ability to analyze financial transactions and identify root causes of accounting discrepancies
• Excellent written and verbal English communication skills
• Self-directed, research-driven approach to customer consulting and problem-solving
• Self-starter with a demonstrated ability to build expertise independently — you ask good questions, learn from technical resources, and don’t wait to be told what to do next
• Willingness and ability to support customers globally, with flexibility for shift rotation; initial schedule aligned to EMEA hours

Preferred

• Experience with Label Traxx or comparable ERP/MIS software
• Manufacturing accounting experience
• ERP implementation or software consulting experience
• Inventory management and purchasing experience
• Financial reporting and reconciliation experience

Nice to Have

• Crystal Reports or reporting tool experience
• API or ERP integration experience
• Understanding of manufacturing costing and production scheduling