Location: Remote BR

Infios , prides itself on providing industry leading supply chain solutions to our customers. We foster a culture of customer service and innovation, while working to provide unique solutions to problems faced by companies across the globe.

The Global Mid-Level Support Analyst II 3PL is a senior individual contributor position within Global 3PL Support in infios Cloud & Customer Excellence. This position provides advanced functional and technical support for multi-client 3PL Warehouse Management System (WMS) environments, acting as an escalation point between Tier 1 Support and Tier 3 Engineering.

Responsibilities include :

• T roubleshoot complex business and operational issues within multi-client 3PL WMS environments, including order flow, inventory, shipping, and integrations

• Act as a Tier 2 escalation point for issues not resolved by Tier 1 Support

• Perform deep functional analysis to determine whether issues are related to configuration, data, process, or product defects

• Own incidents through resolution, coordinating with Tier 3, Cloud, and Product teams as needed

• Quantify and document issues with clear supporting evidence when escalating to Tier 3 Engineering, Product, or third-party vendors

• Validate and analyze configuration differences across environments

• Coordinate configuration changes and migrations in partnership with Tier 3 and Cloud teams

• Leverage monitoring tools and logs to identify, diagnose, and communicate production issues

• Use data to analyze and i den tify dat a anomalies, and support root-cause analysis

• Maintain detailed troubleshooting notes, root-cause summaries, and customer-impact documentation

• Contribute to knowledgebase articles and mentor Tier 1 analysts through documentation and informal coaching

• Lead customer-facing troubleshooting calls for complex incidents

• Communicate clearly with customer IT and operations teams, setting expectations during incidents and follow-up

• Translate customer operational issues into actionable technical analysis
  

Required:

• BS/BA, Computer Science, MIS, equivalent degree or professional experience

• Fluency in English is required , Spanish is a nice to have

• 5+ years’ experience supporting complex enterprise applications in a customer-facing role

• Working knowledge of Linux and Windows environments sufficient for log analysis and issue investigation

• Demonstrated experience acting as a senior resource within a support organization

• Familiarity with application stack and infrastructure concepts (WebLogic, Oracle DB, cloud platforms) to collaborate effectively with Tier 3 and Cloud teams

• Strong customer centric skills with proven ability to manage high-severity incidents and competing priorities

• Strong analytica l, communication, and problem - solving skills
  

Preferred:

• Strong knowledge of Infios WMS product

• Oracle Forms, WebLogic and databases experience

• Supply chain and distribution industry knowledge and experience

• Expertise with interface technologies including networking , XML, Table-to-Table, EDI etc