Mid-Level 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. 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 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.