NetSuite Support Analyst

About Eagle Wireless

Eagle Wireless is building the connective tissue of the physical world.

Every connected car, every industrial sensor, every IoT device that needs to talk to the cloud reliably and securely - that’s where we come in. We design and deliver cellular modules and connectivity solutions that automotive, and IoT companies trust to work for years, in the field, without compromise.

Our teams span North America, Europe, and APAC, giving you the chance to collaborate with world-class engineers and go-to-market experts solving hard problems at global scale - from cybersecurity and supply chain resilience to regulatory compliance across dozens of markets.

If you want your work to matter in a world that’s rapidly connecting everything, and you want to do it alongside people obsessed with getting the hard stuff right, Eagle Wireless is where that happens.

Job Summary:

The NetSuite Support Analyst is the first line of NetSuite support at Eagle Wireless, resolving user requests, closing training and process gaps, and keeping system data clean without needing day-to-day oversight. You will work in a live, multi-subsidiary NetSuite account that runs order to cash, procure to pay, inventory and manufacturing records for the United States, Malaysia, Serbia, Germany and Canada. This is a support and analysis role. It is not a development role, and we are not asking for SuiteScript. Most NetSuite issues raised today are not system defects: they come from missed fields, unclear procedures or undocumented processes. This role owns that work so the NetSuite Administrator can focus on platform design, integrations and projects. The analyst works from the HELP desk in Jira and documents in the NetSuite Platform space in Confluence. The role is based in Saint Louis Park, Minnesota. The NetSuite Administrator is remote, and many of the people you will support sit in Penang, Belgrade and Germany. Eagle Wireless is the only Western-aligned provider of IoT and automotive connectivity modules with operations across North America, Europe, and APAC. We deliver secure, high-performance connectivity solutions for automotive and IoT markets, backed by U.S.-based manufacturing, global engineering expertise, and local support in every region where we operate. Featured in the Wall Street Journal. $44M raised. Growing fast. You act independently on user access with existing roles, saved searches and reports, layout changes to existing forms, individual transaction corrections, and order code, item and vendor record creation by the documented procedure. New roles, fields, records, mass updates, workflows, scripts, integrations and company setup go to the NetSuite Administrator. Every change is documented on its ticket.

Key Duties & Responsibilities:

HELP tickets and user support (about 50%)

• Triage and resolve NetSuite tickets in the HELP desk: access requests, login and 2FA issues, errors on transactions, missing data, how-to questions.
• Create and correct order codes, item records, packing BOM visibility and manufacturing status, and create vendor records once the vendor onboarding form has been validated. Together these are the largest share of today's queue.
• Find the root cause of each issue and record it as training, process, data, configuration or system defect.
• Fix transaction-level problems directly, such as a fulfillment that won't be marked or a requisition missing a department.
• Route anything that needs design work to EWIT with clear requirements, and keep the requester informed.
• Provision and deprovision NetSuite users using existing roles, following the onboarding and offboarding checklists.
• Cover users in Asia and Europe time zones by working async through Jira and Teams.

Training and documentation (about 30%)

• Write and maintain how-to guides in the NetSuite Platform space in Confluence, starting with the processes behind the most frequent tickets.
• Build role-based training for new hires and run refresher sessions by department (Finance, Sales, Operations, Product).
• Recruit and support a super-user at each site who handles first-level questions locally.
• Turn repeat issues into a short guide, a form change or an import procedure so the same ticket doesn't come back.
• Report monthly on ticket volume, root-cause categories and training delivered, as part of IT's monthly help desk patterns review.

System clean-up and follow-through (about 20%)

• Run regular checks for duplicate customers, vendors and items; merge or inactivate them with the record owner's agreement and the NetSuite Administrator's approval.
• Monitor incomplete transactions: unfulfilled sales orders, unreceived purchase orders, unbilled fulfillments, pending approvals and open work orders.
• Keep teams on task: send each owner a weekly list of their stale or incomplete transactions and follow up until they are closed.
• Escalate items that stay open past their due date to the team lead and the NetSuite Administrator.
• Build saved searches and dashboards that flag duplicates and incomplete transactions automatically.

Qualifications/Skills/Knowledge:

• 3+ years as a hands-on NetSuite user, analyst or support specialist, working in the system daily.
• Working knowledge of order-to-cash and procure-to-pay in NetSuite: sales orders, fulfillments, invoices, purchase requisitions, purchase orders, item receipts, vendor bills.
• Experience with NetSuite inventory and manufacturing records: items, BOMs, work orders, lot numbers, inventory adjustments and returns.
• Builds saved searches and reports without help, including joins, formulas and summary criteria.
• Understands NetSuite roles and permissions well enough to tell an access problem from a data or process problem.
• Very fluent written and spoken English (C1 or above), able to write clear documentation and explain steps to users who speak English as a second language.
• Comfortable working a ticket queue independently and deciding what to fix, what to escalate and what to document.
• Degree or equivalent relevant experience.

Our work environment is collaborative, and we offer a competitive compensation and benefits package, which includes medical/dental/vision, generous PTO and paid parental leave programs.

Eagle Wireless recognizes the importance of forming inclusive teams to foster an environment where creative solutions are made for our clients, and all have the opportunity to thrive and succeed. We encourage candidates from a variety of backgrounds to apply to be a part of our team.