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 IIJob 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 (Bar Tender, 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 outSpot-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 (Service Now 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 experience2+ 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 (Power Shell, 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…