Infios Technical Support (formerly MercuryGate)

Redwood Logistics LLC; Northern (KY); Remote; USD 65,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with match

Paid time off

Remote work flexibility

Employee referral bonus

Job summary

Redwood Logistics LLC is seeking a Solutions Analyst – Infios Support to serve as a technical resource for customers, combining transportation operations knowledge with analytical skills to diagnose and resolve issues in Infios TMS and related integrations.

You will own cases, investigate data and integration problems, and collaborate with engineering to implement fixes. This full-time remote role offers eligibility for incentives and a comprehensive benefits package.

Qualifications

• Direct hands-on experience with Infios TMS in a support or implementation capacity.
• Experience troubleshooting system integrations and data exchanges between enterprise applications.
• Experience with APIs, REST/SOAP, XML/JSON/EDI/SFTP.

Responsibilities

• Own customer support cases from initial investigation through resolution with timely communication.
• Respond to requests per SLAs and investigate Infios TMS issues.
• Troubleshoot configuration, data, and integration issues; reproduce and escalate when needed.
• Document troubleshooting steps and maintain knowledge base content to improve support.

Skills

Infios TMS

APIs

SQL

SaaS support

Job description

Current job opportunities are posted here as they become available.

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As Solutions Analyst – Infios Support working within Innovate (one of our entities),you will be responsible for working directly with customers as a technical resource, combining knowledge of transportation operations with strong analytical and troubleshooting skills to diagnose and resolve application, configuration, data and integration-related issues.

How You Make a Difference Everyday:

• Own customer support cases from initial investigation through resolution, providing timely and accurate communication throughout the lifecycle of the issue
• Respond to customer support requests, system notifications, and inquiries in accordance with established service-level agreements (SLAs)
• Investigate, troubleshoot, and resolve Infios TMS application, configuration, data, and integration-related issues
• Analyze reported symptoms, application behavior, system data, logs, and other available technical information to identify potential root causes
• Reproduce customer issues when appropriate and differentiate between application defects, configuration issues, integration failures, data problems, and user/process-related issues
• Escalate complex issues to subject matter experts, Engineering, or other technical teams with complete troubleshooting documentation and supporting evidence
• Collaborate with customers and internal teams to validate solutions and confirm successful resolution
• Create and maintain technical documentation, troubleshooting procedures, and Knowledge Base content to improve both customer and internal support capabilities
• Identify recurring issues and recommend improvements to processes, documentation, product configuration, or support procedures
• Share technical knowledge and mentor other analysts in established troubleshooting practices and support procedures
• Contribute to continuous improvement initiatives designed to increase support efficiency, reduce resolution times, and improve the overall customer experience

You've Got This?

• Direct hands-on experience with Infios TMS in a support, implementation, administration, super-user, or operational capacity
• Experience troubleshooting system integrations and data exchanges between enterprise applications
• Working knowledge of integration technologies and data formats such as APIs, REST/SOAP web services, XML, JSON, EDI, or SFTP
• Experience reviewing application logs, integration messages, or other technical diagnostic information
• Experience with SQL or relational databases and the ability to perform basic data analysis or validation
• Experience supporting SaaS or cloud-based enterprise applications
• Experience working within a structured Tier 2/Tier 3 technical support or application support environment
• Experience with support platforms and processes involving case management, SLAs, escalation procedures, incident management, and Knowledge Base development

What We Offer:

• Access to experts and resources for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer and rollover
• Paid parental leave
• Medical, dental, vision and 401k plans (with match)
• Flexible spending account, mass transit and dependent care plans available
• Health savings account, with a annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice and more

Work Schedule:

This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Compensation Range:

Salary Range:

$65,000 - $70,000

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.