Support Analyst

Infios; Brasil; Presencial; BRL 180 000 - 260 000; Tempo integral

Resumo da oferta

Infios in Brazil seeks a Senior IT Engineer to own end-to-end diagnosis of application, database, and integration issues in production WMS/logistics environments.

You will write and review SQL queries, analyze execution plans, troubleshoot API integrations, and coordinate with infrastructure and security teams.

With 5+ years in enterprise software support and a BS in CS or MIS, you will mentor juniors and support on-call rotations in a fast-paced setting.

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 performance tuning.
• Experience troubleshooting Windows Server in production environments.
• Experience with API integrations and data workflows.
• Ability to troubleshoot across application, database, and infrastructure layers.
• Excellent English communication, both written and verbal.
• Self-directed and able to manage workload independently.

Responsabilidades

• 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

Conhecimentos

SQL skills

Windows Server

APIs & Integrations

Data analysis

English communication

Mentorship

Formação académica

Bachelor's degree in Computer Science or MIS

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.

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

What You Bring

• 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.

If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [e-mail]