Support Analyst II 3PL

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.

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 Support Analyst II 3PL is a senior individual contributor position within 3PL Support in Infios. This position provides advanced functional and technical support for 3PL Warehouse Management System (WMS) environments, acting as an escalation point between Tier 1 Support and Tier 3 Engineering.

RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED

What a day in the life looks like:

• Troubleshoot 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 identify data 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
  

What you bring to the team:

• 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 analytical, 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.

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