Infios Technical Support (formerly MercuryGate)

Redwood Logistics; United States; Remote; USD 65,000 - 70,000; Full time

Benefits offered by this job

Learning & Development access

Internal mobility opportunities

Employee referral bonus

Job summary

Redwood Logistics is seeking an Infios TMS & RedwoodConnect Support Manager to join our remote team in the United States. You will directly assist customers as a technical resource, combining transport operations knowledge with analytical and troubleshooting skills to diagnose and resolve complex issues.

As a Solutions Analyst within Innovate, you will own cases from investigation to resolution, document procedures, and collaborate with Engineering to improve support efficiency.

Qualifications

• Hands-on experience with Infios TMS in a support, implementation, administration, super-user, or operational role.
• Experience troubleshooting system integrations and data exchanges between enterprise applications.
• Familiar with data formats and integration technologies such as APIs, REST/SOAP, XML, JSON, EDI, or SFTP.
• Experience reviewing application logs, integration messages, or diagnostic information.
• Experience with SQL or relational databases for basic data analysis or validation.
• Experience supporting SaaS or cloud-based enterprise applications.
• Experience working in structured Tier 2/Tier 3 technical support or application support environments.
• Experience with support platforms and processes including case management, SLAs, escalation procedures, incident management, and Knowledge Base development.

Responsibilities

• Own customer support cases from initial investigation through resolution, with timely and accurate communication.
• Respond to support requests, system notifications, and inquiries per SLAs.
• Investigate, troubleshoot, and resolve Infios TMS application, configuration, data, and integration issues.
• Analyze symptoms, logs, and data to identify root causes.
• Reproduce issues and differentiate between defects, configuration, integration, data, and user problems.
• Escalate complex issues with full troubleshooting documentation and evidence.
• Collaborate with customers and internal teams to validate solutions and confirm resolution.
• Create and maintain technical documentation and knowledge base content.
• Identify recurring issues and propose process, configuration, or documentation improvements.
• Share knowledge and mentor other analysts in troubleshooting practices.

Skills

Infios TMS

Integration troubleshooting

APIs

REST/SOAP

XML

JSON

EDI

SFTP

SQL

SaaS support

Tools

RedwoodConnect

Job description

Infios TMS & RedwoodConnect Support Manager Location:

Remote

Who We Are

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.

Reports To: Infios TMS & RedwoodConnect Support Manager Location: Remote (within the U.S.) Environment: Remote 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.

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual’s actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.