Mid-Level Support Analyst

🕒 May 24

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Infios

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1001 - 5000 employees

We relentlessly make supply chains better. For everyone. No matter your business size. Whatever your goal. No matter the challenge. No matter your starting point. We will meet you where you are to create the future you need.

📋 Description

• Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments • Write and review SQL queries to validate data integrity; analyze execution plans and map workflows to underlying data structures • Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic • Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed • Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation • Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues • Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations

🎯 Requirements

• Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience • 3+ years supporting enterprise software in production environments • Strong Microsoft SQL skills: query writing, data analysis, stored procedure review, performance tuning • Hands-on experience troubleshooting Microsoft Windows Server in production environments, including diagnosis and resolution issues • Working knowledge of application integrations: APIs, file transfers, and system workflows • Ability to troubleshoot across application, database, and infrastructure layers simultaneously • Advanced English communication skills — written and verbal — capable of explaining complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent) • Self-directed and able to manage workload independently.

🏖️ Benefits

• Competitive compensation and benefits aligned to market benchmarks • Career progression from Tier 2 into other Tiers or technical and management roles within the organization.