Remote Technical Support Lead – Enterprise Supply Chain

Infios; United States; Remote; USD 21,000 - 29,000; Full time

Job summary

Infios is seeking a Support Technical Team Lead to guide its Global Customer Support team in Latin America. You will supervise, train and mentor analysts, acting as the technical reference for Infios WM Advantage and related software, including SQL Server and Oracle, cloud platforms, and integrations.

Based in Blumenau, Brazil with a remote work model, the role emphasizes leadership, process discipline and cross-functional collaboration with SaaS Operations and other teams.

Qualifications

• Bachelor's degree in Computer Science, Information Systems or related areas.
• 5+ years of experience leading people or technical teams, managing demands and priorities.
• 5+ years of experience in technical customer support or managed services for enterprise software.
• 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.

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.

Skills

Leadership

SQL

ITSM tools

APIs/EDI

Windows networking

English fluency

Analytical

Spanish

WMS knowledge

Cloud platforms

Education

Bachelor's degree in CS/IS

Tools

SQL Server

Oracle

ServiceNow

Dynatrace

OCI

AWS

SAP

NetSuite

Job description

Infios is seeking a Support Technical Team Lead to guide its Global Customer Support team in Latin America. You will supervise, train and mentor analysts, acting as the technical reference for Infios WM Advantage and related software, including SQL Server and Oracle, cloud platforms, and integrations.

Based in Blumenau, Brazil with a remote work model, the role emphasizes leadership, process discipline and cross-functional collaboration with SaaS Operations and other teams.