Global Support Analyst II

Job Description

Join our team at Infios as a Global Support Analyst II ! This role is ideal for someone who thrives on coordination, proactive problem-solving, and making things better before they break. You'll focus on planning and executing small customer environment upgrades, driving cross-team projects to completion, and identifying operational improvements that prevent issues from ever reaching the support queue.

This is not a traditional case-handling role. Instead of working a ticket queue, you'll operate across Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams to deliver improvements that directly benefit our hosted customers. You'll fill critical gaps that our Tier 1 and Tier 2 teams can't absorb alongside their daily caseloads: tuning monitoring and alerting, coordinating problem management follow-through, and performing proactive health checks on customer environments.

If you enjoy working across teams, keeping small projects on track, and using technical skills to make real operational improvements, we'd love to hear from you.

What a day in the life looks like:

• Plan and execute small-scale software upgrades for hosted customer environments (BarTender, minor WA/WMS patches, configuration improvements), coordinating schedules with Cloud Operations and customers

• Validate pre-upgrade readiness and post-upgrade functionality using documented checklists and basic technical verification

• Lead mini-projects that require coordination between Support, Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams

• Interface with upstream data teams when data changes risk breaking downstream systems; coordinate validation and customer communication

• Drive the problem management process by coordinating with external departments that hold technical root cause analysis information, ensuring problems are documented and closed out

• Spot-check monitoring and alerting configurations for excessive noise, insufficient granularity, or missing coverage

• Work with Tier 1 and Tier 2 support teams to identify application-level signals that indicate customer impact but are not yet monitored

• Propose and implement alerting or dashboard improvements in coordination with the monitoring team

• Perform proactive environment health checks and recommend remediation actions

• Contribute to Knowledge Base maintenance: identify outdated articles, flag gaps, and coordinate updates

• Pick up operational tasks that fall outside the daily case queue but improve overall support quality (ServiceNow workflow testing, report generation, process validation)

• Document upgrade outcomes and update runbooks based on lessons learned

What you bring to the team:

• Bachelor’s degree in Computer Science, Information Systems, or equivalent hands-on technical experience

• 2+ years in a technical support, IT operations, or systems administration role supporting enterprise software in production environments

• Working SQL capability: writing queries for data validation, understanding table relationships, and making minor data corrections as directed

• Hands-on experience with Microsoft Windows Server environments (service management, log review, basic resource monitoring)

• Working understanding of application integrations: file transfers (CSV, XML), APIs, and system workflows

• Experience coordinating tasks or small projects across multiple teams with competing priorities

• Familiarity with basic scripting (PowerShell, batch, or SQL) for configuration review and log analysis

• Fluent English communication skills with the ability to clearly explain technical topics to both technical and non-technical audiences

• Self-directed and able to manage workload independently across multiple concurrent priorities

• Located in Brazil with ability to work fully remote

Preferred Qualifications

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

• Familiarity with ITIL-based operational support processes: incident management, problem management, change management

• Experience with ServiceNow or equivalent service management platforms

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

• Experience planning or executing software upgrades in hosted or cloud environments

• Exposure to working cross-functionally with security teams, enterprise data teams, or infrastructure groups

• Knowledge of third-party integrations (BarTender, Loftware, EDI, or similar)