The Role

As a Global Mid-Level Support Analyst II , you are the technical backbone of our customer support organization. You independently own complex issues across application, integration, and infrastructure layers, from first contact through root cause and resolution. You're the critical bridge between frontline support and engineering, trusted by customers and colleagues alike to diagnose fast, communicate clearly, and close cases right.

This is not a script-following role. You'll work with real enterprise environments, live production data, and customers who depend on your expertise every day.

What You'll Do

• Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments

• Write and review SQL queries to validate data integrity; analyze execution plans and map workflows to underlying data structures

• Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic

• Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed

• Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation

• Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues

• Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations
  

What You Bring

Required

• Bachelor's degree in Computer Science , MIS, or equivalent hands-on experience

• 3+ years supporting enterprise software in production environments

• Strong Microsoft SQL skills: query writing, data analysis, stored procedure review, performance tuning

• Hands-on experience troubleshooting Microsoft Windows Server in production environments, including diagnosis and resolution issues

• Working knowledge of application integrations: APIs, file transfers, and system workflows

• Ability to troubleshoot across application , database , and infrastructure layers simultaneously

• Advanced English communication skills — written and verbal — capable of explaining complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent)

• Self-directed and able to manage workload independently
  

Preferred

• Experience supporting Warehouse Management Systems (WMS) or supply chain software

• Familiarity with ITIL practices: incident management, problem management, escalation workflows

• Experience with service management platforms (ServiceNow or equivalent)

• Exposure to cloud or hosted enterprise environments

• Hands-on experience with Dynatrace or similar APM/monitoring tools

• Knowledge of third-party integrations, EDI, or API ecosystems

• Experience working cross-functionally with Product Development, Professional Services, or Infrastructure teams
  

Why Infios

• Work on software that powers global supply chains

• Collaborate with a high-caliber, domain-expert team

• Career progression from Tier 2 into other Tiers or technical and management roles within the organization.

• Competitive compensation and benefits aligned to market benchmarks