Sustainment Analyst

Infios BR Ltda.; Blumenau; Remoto; BRL 180.000 - 300.000; Tempo integral

Resumo da vaga

Infios is seeking a Support Technical Team Lead to oversee the Global Customer Support team in Latin America. You will supervise, mentor and set priorities, ensuring SLA compliance and high CSAT while coordinating with SaaS Operations.

Requirements include a bachelor’s in CS or related field, 5+ years leading technical teams, and strong SQL/ITSM experience. Fluency in English is required; Spanish is a plus. Remote role from Blumenau, Brazil.

Qualificações

• Bachelor’s degree in Computer Science, Information Systems or related areas.
• 5+ years leading people or technical teams in enterprise software support.
• 5+ years in technical customer support or managed services for enterprise software.
• Intermediate SQL knowledge (SQL Server and/or Oracle).
• Experience with ITSM tools and SLA management.
• Strong English communication with global teams.

Responsabilidades

• Supervise a team of first- and second-level support analysts, conducting hiring, onboarding, 1:1s, daily huddles, QA audits and performance reviews.
• Coach the team on technical and soft skills, fostering a psychologically safe environment.
• Develop and manage the team's routine operational plans, planning, distributing and controlling activities against monthly targets; monitor backlog, productivity and monitoring alerts in partnership with SaaS Operations.
• Be responsible for the team's technical execution: case hygiene, SLA compliance, re-open rate, CSAT, and process and policy compliance.

Conhecimentos

Leadership

Team supervision

SQL knowledge

APIs/EDI

Windows networking

ITSM tools

English fluency

Analytical thinking

Formação

Bachelor's in Computer Science

Information Systems

Ferramentas

SQL Server

Oracle

Dynatrace

ServiceNow

OCI

AWS

SAP

Descrição da vaga

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. Support Technical Team Lead Infios relentlessly makes supply chains better. We serve 5,000+ customers in over 70 countries, supported by 2,000+ professionals worldwide. The Support Technical Team Lead is a leadership position within Infios' Global Customer Support team in Latin America, reporting to the Support Manager. The position supervises, trains and mentors a team of support analysts and acts as their technical reference in supporting Infios WM Advantage, Infios WM 3PL and related third-party software, such as SQL Server/Oracle, Windows, cloud platforms, integrations, and reporting and printing tools.

Location: Blumenau, Brazil; Work model: Remote

Responsibilities

• Supervise a team of first- and second-level support analysts, conducting hiring, onboarding, 1:1s, daily huddles, QA audits and performance reviews;
• Coach the team on technical and soft skills, fostering a psychologically safe environment;
• Develop and manage the team's routine operational plans, planning, distributing and controlling activities against monthly targets; monitor backlog, productivity and monitoring alerts (e.g. Dynatrace) in partnership with SaaS Operations, adjusting priorities during outages or high-volume periods and providing input to managing team costs;
• Be responsible for the team's technical execution: case hygiene, SLA compliance, re-open rate, CSAT, and process and policy compliance;

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems or related areas;
• 5+ years of experience (or 3+ years with a master's degree) in technical customer support or managed services for enterprise software;
• 5+ years of experience leading people or technical teams, managing demands and priorities;
• Intermediate database and SQL knowledge (SQL Server and/or Oracle);
• Knowledge of integrations (APIs, EDI, file transfers such as XML/CSV);
• Knowledge of Windows operating systems and networking concepts;
• Experience with ITSM tools (ServiceNow preferred) and service level management;
• Advanced/Fluent English, with the ability to hold conversations with customers and global teams;
• Analytical, communicative and problem-solving profile, with negotiation and conflict resolution skills and the ability to prioritize and multi-task under pressure.

Preferred Qualifications

• Spanish;
• Experience with supply chain systems, especially WMS, ideally Infios solutions or other leading platforms (e.g., Manhattan, Blue Yonder, SAP EWM);
• Knowledge of cloud platforms (e.g., OCI, AWS);
• Knowledge of ERPs (e.g., SAP, NetSuite);
• Experience with Dynatrace or similar APM/monitoring tools;

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].

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.