Technical Support Engineer - End-to-End Production Diagnostics

Infios; Sydney; On-site; AUD 90,000 - 135,000; Full time

Job summary

Infios is seeking a Technical Support Engineer to own end-to-end diagnosis across application, integration, and infrastructure layers in production WMS/logistics environments. You will write and review SQL queries, map workflows to data structures, and troubleshoot API integrations with a focus on root cause documentation.

You will collaborate with engineering and security teams, serve as an escalation point, and mentor junior engineers while maintaining clear customer communications and timely

Qualifications

• 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.

Responsibilities

• 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

Skills

SQL

Windows Server troubleshooting

APIs & integrations

Data analysis

English communication

Education

Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience

Tools

ServiceNow

Dynatrace

Job description

Infios is seeking a Technical Support Engineer to own end-to-end diagnosis across application, integration, and infrastructure layers in production WMS/logistics environments. You will write and review SQL queries, map workflows to data structures, and troubleshoot API integrations with a focus on root cause documentation.

You will collaborate with engineering and security teams, serve as an escalation point, and mentor junior engineers while maintaining clear customer communications and timely