Global Support Analyst II

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. 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) 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 [email protected] Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.