Support Analyst II

🔥 14 hours ago

🌐 Brazil, Mexico – Remote

🇧🇷 Brazil – Remote 🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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

• 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 • Collaborate with Tier 3 and Engineering on complex issues • Mentor junior team members • Contribute to the knowledge base • 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, including query writing, data analysis, stored procedure review, and performance tuning • Hands-on experience troubleshooting Microsoft Windows Server in production environments • 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; TOEIC 800+ / IELTS C1 or equivalent • Self-directed and able to manage workload independently • Preferred: Experience supporting Warehouse Management Systems (WMS) or supply chain software • Preferred: Familiarity with ITIL practices • Preferred: Experience with ServiceNow or equivalent service management platforms • Preferred: Exposure to cloud or hosted enterprise environments • Preferred: Hands-on experience with Dynatrace or similar APM/monitoring tools • Preferred: Knowledge of third-party integrations, EDI, or API ecosystems • Preferred: Experience working cross-functionally with Product Development, Professional Services, or Infrastructure teams

🏖️ Benefits

• Equal-opportunity employer committed to inclusion in the workplace • Reasonable accommodations during the recruiting process for individuals with disabilities • Tools and opportunities to build the future envisioned • Professional growth and development opportunities • Participation in on-call rotations