Support Analyst

Infios US, Inc.; Blumenau; Híbrido; BRL 150 000 - 230 000; Tempo integral

Resumo da oferta

Infios US, Inc. in Blumenau, Brazil is seeking a senior technical specialist to own end-to-end diagnosis of production WMS software. You will write SQL queries, validate data, and troubleshoot API integrations across application, database, and infrastructure levels.

You will coordinate with infrastructure and security teams, manage cases with customers, and mentor junior staff while contributing to the knowledge base. English communication is essential for global collaboration.

Qualificações

• Bachelor's degree in Computer Science, MIS, or equivalent.
• 5+ years supporting enterprise software in production environments.
• Strong Microsoft SQL skills: query writing, data analysis, and tuning.
• Hands-on Windows Server troubleshooting in production.
• Experience with API integrations and file transfers.
• Ability to troubleshoot across application, database, and infrastructure layers.
• Clear English communication, written and verbal (TOEIC 800+ / IELTS C1 or equivalent).

Responsabilidades

• Own end-to-end diagnosis of application, database, and integration issues in production WMS/logistics environments.
• Write and review SQL queries to validate data integrity and analyze execution plans.
• Troubleshoot file-based, table-to-table, and API integrations with endpoint validation.
• Diagnose OS-level and environment failures with infra and security teams.
• Manage case lifecycle with clear customer communication and RCA documentation.
• Escalate as needed and mentor junior team members while contributing to knowledge base.

Conhecimentos

Enterprise software support

Microsoft SQL queries

English communication

Windows Server troubleshooting

APIs and file transfers

Cross-functional collaboration

Self-directed workload management

WMS or supply chain knowledge

ITIL familiarity

ServiceNow or similar

Dynatrace/APM tools

Formação académica

Bachelor's degree in Computer Science or MIS

Ferramentas

ServiceNow

Dynatrace

APM tools

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.

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

What You Bring

• Required Bachelor's degree in Computer Science, MIS, or equivalent.
• 5+ 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 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.

Körber Supply Chain Software is now Infios.

At Infios we believe that the future is better when supply chains work better. That’s why we’ve been pushing boundaries - driving purposeful innovation, thinking ahead and creating adaptable solutions to relentlessly make supply chains better. For everyone. Wherever you are on your journey, we’ll meet you where you are to create the future you need.