Remote Solutions Analyst, TMS Support & Integrations

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

Benefits offered by this job

Learning & Development

Internal mobility

Referral program

ERGs

Paid time off

Parental leave

Medical, dental, vision

Job summary

Redwood Logistics is seeking a Solutions Analyst to support Infios within Innovate. This remote, U.S.-based role focuses on diagnosing and resolving Infios TMS issues, data and integration problems, and providing robust technical support for a growing logistics tech platform.

The right candidate will troubleshoot, document procedures, mentor peers, and collaborate across teams to continually enhance the customer experience.

Qualifications

• Direct hands-on experience with Infios TMS in a support, implementation, administration, 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.

Responsibilities

• 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

Skills

Infios TMS

APIs

REST/SOAP

SQL

SaaS

Tier 2/3 support

Tools

Knowledge Base

Job description

Redwood Logistics is seeking a Solutions Analyst to support Infios within Innovate. This remote, U.S.-based role focuses on diagnosing and resolving Infios TMS issues, data and integration problems, and providing robust technical support for a growing logistics tech platform.

The right candidate will troubleshoot, document procedures, mentor peers, and collaborate across teams to continually enhance the customer experience.