Global Support Analyst II

Job not on LinkedIn

🕒 May 24

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 55%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Infios

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

📦 Logistics

B2B • Logistics

Infios is dedicated to improving supply chains for businesses of all sizes, emphasizing adaptability and innovation in their solutions. They empower over 5,000 customers in 70 countries by providing technology that simplifies operations, optimizes efficiency, and drives measurable impact in various business environments.

📋 Description

• Plan and execute small-scale software upgrades for hosted customer environments, including BarTender, minor WA/WMS patches, and configuration improvements • Coordinate upgrade schedules with Cloud Operations and customers • Validate pre-upgrade readiness and post-upgrade functionality using documented checklists and basic technical verification • Lead mini-projects requiring coordination among Support, Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams • Interface with upstream data teams when data changes risk breaking downstream systems; coordinate validation and customer communication • Drive problem management by coordinating with departments holding technical root-cause information, ensuring problems are documented and closed out • Spot-check monitoring and alerting configurations for excessive noise, insufficient granularity, or missing coverage • Work with Tier 1 and Tier 2 support teams to identify unmonitored application-level signals indicating customer impact • Propose and implement alerting or dashboard improvements with the monitoring team • Perform proactive environment health checks and recommend remediation actions • Maintain the Knowledge Base by identifying outdated articles, flagging gaps, and coordinating updates • Handle operational tasks outside the daily case queue, including ServiceNow workflow testing, report generation, and process validation • Document upgrade outcomes and update runbooks based on lessons learned

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, or equivalent hands-on technical experience • 2+ years in a technical support, IT operations, or systems administration role supporting enterprise software in production environments • Working SQL capability, including writing queries for data validation, understanding table relationships, and making minor data corrections as directed • Hands-on experience with Microsoft Windows Server environments, including service management, log review, and basic resource monitoring • Working understanding of application integrations, including file transfers (CSV, XML), APIs, and system workflows • Experience coordinating tasks or small projects across multiple teams with competing priorities • Familiarity with basic scripting (PowerShell, batch, or SQL) for configuration review and log analysis • Fluent English communication skills with the ability to clearly explain technical topics to technical and non-technical audiences • Self-directed and able to manage workload independently across multiple concurrent priorities • Located in Brazil with ability to work fully remote • Preferred: experience supporting Warehouse Management Systems (WMS) or supply chain/logistics software • Preferred: familiarity with ITIL-based operational support processes • Preferred: experience with ServiceNow or equivalent service management platforms • Preferred: hands-on experience with Dynatrace or similar APM/monitoring tools • Preferred: experience planning or executing software upgrades in hosted or cloud environments • Preferred: exposure to security, enterprise data, or infrastructure groups • Preferred: knowledge of third-party integrations (BarTender, Loftware, EDI, or similar)

🏖️ Benefits

• Tools and opportunities to build the future you envision • Reasonable accommodations may be made during the recruiting process for individuals with disabilities