Sustainment Analyst

Infios; EUA; Teletrabalho; USD 21 000 - 29 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Leadership

SQL

ITSM tools

APIs/EDI

Windows networking

English fluency

Analytical

Spanish

WMS knowledge

Cloud platforms

Formação académica

Bachelor's degree in CS/IS

Ferramentas

SQL Server

Oracle

ServiceNow

Dynatrace

OCI

AWS

SAP

NetSuite

Descrição da oferta de emprego

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.

We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

Support Technical Team Lead

Infios relentlessly makes supply chains better. We serve 5,000+ customers in over 70 countries, supported by 2,000+ professionals worldwide.

The Support Technical Team Lead is a leadership position within Infios' Global Customer Support team in Latin America, reporting to the Support Manager. The position supervises, trains and mentors a team of support analysts and acts as their technical reference in supporting Infios WM Advantage, Infios WM 3PL and related third-party software, such as SQL Server/Oracle, Windows, cloud platforms, integrations, and reporting and printing tools.

Location: Blumenau, Brazil · Work model: Remote

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;

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related areas;
• 5+ years of experience (or 3+ years with a master’s degree) in technical customer support or managed services for enterprise software;
• 5+ years of experience leading people or technical teams, managing demands and priorities;
• 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.

Preferred Qualifications

• Spanish;
• Experience with supply chain systems, especially WMS, ideally Infios solutions or other leading platforms (e.g., Manhattan, Blue Yonder, SAP EWM);
• Knowledge of cloud platforms (e.g., OCI, AWS);
• Knowledge of ERPs (e.g., SAP, NetSuite);
• Experience with Dynatrace or similar APM/monitoring tools;

Why join us?

At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.

We believe the future is better when supply chains work better.

We are an equal-opportunity employer and committed to inclusion in the workplace.

At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual's unique experiences and perspectives are valued - whether they look, think, move, believe, or love differently.

All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [e-mail]