[Hiring] Support Analyst II @Infios

Role Description

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.

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose.
• We meet you on your journey, equipping you with the tools and opportunities to build the future you envision.
• We believe the future is better when supply chains work better.
• We are an equal-opportunity employer and committed to inclusion in the workplace.
• We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued.