Mid-Level Support Analyst II
If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency. Location: Remote BR Infios, prides itself on providing industry leading supply chain solutions to our customers. We foster a culture of customer service and innovation, while working to provide unique solutions to problems faced by companies across the globe. The Global Mid-Level Support Analyst II 3PL is a senior individual contributor position within Global 3PL Support in infios Cloud & Customer Excellence. This position provides advanced functional and technical support for multi-client 3PL Warehouse Management System (WMS) environments, acting as an escalation point between Tier 1 Support and Tier 3 Engineering. Responsibilities include: Troubleshoot complex business and operational issues within multi-client 3PL WMS environments, including order flow, inventory, shipping, and integrations Act as a Tier 2 escalation point for issues not resolved by Tier 1 Support Perform deep functional analysis to determine whether issues are related to configuration, data, process, or product defects Own incidents through resolution, coordinating with Tier 3, Cloud, and Product teams as needed Quantify and document issues with clear supporting evidence when escalating to Tier 3 Engineering, Product, or third-party vendors Validate and analyze configuration differences across environments Coordinate configuration changes and migrations in partnership with Tier 3 and Cloud teams Leverage monitoring tools and logs to identify, diagnose, and communicate production issues Use data to analyze and identify data anomalies, and support root-cause analysis Maintain detailed troubleshooting notes, root-cause summaries, and customer-impact documentation Contribute to knowledgebase articles and mentor Tier 1 analysts through documentation and informal coaching Lead customer-facing troubleshooting calls for complex incidents Communicate clearly with customer IT and operations teams, setting expectations during incidents and follow-up Translate customer operational issues into actionable technical analysis Required: BS/BA, Computer Science, MIS, equivalent degree or professional experience Fluency in English is required, Spanish is a nice to have 5+ years’ experience supporting complex enterprise applications in a customer-facing role Working knowledge of Linux and Windows environments sufficient for log analysis and issue investigation Demonstrated experience acting as a senior resource within a support organization Familiarity with application stack and infrastructure concepts (WebLogic, Oracle DB, cloud platforms) to collaborate effectively with Tier 3 and Cloud teams Strong customer centric skills with proven ability to manage high-severity incidents and competing priorities Strong analytical, communication, and problem-solving skills Preferred: Strong knowledge of Infios WMS product Oracle Forms, WebLogic and databases experience Supply chain and distribution industry knowledge and experience Expertise with interface technologies including networking, XML, Table-to-Table, EDI etc Why join us? At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better. We believe the future is better when supply chains work better. We are an equal-opportunity employer and committed to inclusion in the workplace. At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected] Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. 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