Solutions Analyst, TMS & Integrations (Remote)

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

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.