Mid-Level Support Analyst II

Infios; Brasil; Presencial; BRL 167 400 - 223 200; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation and benefits

Career progression opportunities

Collaborative work environment

Resumo da oferta

Infios is seeking a Global Mid-Level Support Analyst II in Brazil to provide expert technical support for their supply chain software solutions. You will manage complex issues across application and infrastructure layers, ensuring customer satisfaction.

The ideal candidate will have over 3 years of relevant experience, strong SQL skills, and the ability to troubleshoot technical problems independently. Join us to contribute to innovative solutions for global supply chains.

Qualificações

• 3+ years supporting enterprise software in production environments.
• Hands-on experience troubleshooting Microsoft Windows Server in production environments.
• Ability to troubleshoot across application, database, and infrastructure layers simultaneously.

Responsabilidades

• Independently own end-to-end diagnosis of application and database issues.
• Write and review SQL queries to validate data integrity.
• Diagnose OS-level and environment failures as needed.

Conhecimentos

Microsoft SQL skills

Troubleshooting application integrations

Advanced English communication skills

Formação académica

Bachelor's degree in Computer Science, MIS or equivalent

Ferramentas

ServiceNow

Dynatrace

Descrição da oferta de emprego

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.

The Role

As a Global Mid-Level Support Analyst II, you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You serve as the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose fast, communicate clearly, and close cases right. This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day.

What You'll Do

• 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

Required

• 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

Preferred

• Experience supporting Warehouse Management Systems (WMS) or supply chain software
• Familiarity with ITIL practices: incident management, problem management, escalation workflows
• Experience with service management platforms (ServiceNow or equivalent)
• Exposure to cloud or hosted enterprise environments
• Hands‑on experience with Dynatrace or similar APM/monitoring tools
• Knowledge of third-party integrations, EDI, or API ecosystems
• Experience working cross-functionally with Product Development, Professional Services, or Infrastructure teams

Why Infios

• Work on software that powers global supply chains
• Collaborate with a high‑caliber, domain-expert team
• Career progression from Tier 2 into other Tiers or technical and management roles within the organization.
• Competitive compensation and benefits aligned to market benchmarks

We are an equal‑opportunity employer and committed to inclusion in the workplace.

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 [e-mail]