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 Service Desk Analyst - Bilingue Location Brazil Remote 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 Global Service Desk Analyst is an individual contributor position within the Infios Supply Chain Global Customer Support department (GCS). This position reports to the Manager Tier 1 Support. The position provides functional and technical support for the various Supply Chain Software products at Infios. About You As a Global Service Desk Analyst at Infios you are dedicated to delivering exceptional functional and technical support for our suite of Supply Chain Software products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers. With a strong foundation in customer service you are adept at multitasking prioritizing tasks and employing analytical and troubleshooting skills to resolve software-related issues efficiently. You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges. Embracing a customer-centric approach you utilize active listening empathy and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation. Responsibilities Provide comprehensive support through both phone and ticketing system. Gather initial information to understand and troubleshoot software-related issues. Document all relevant information accurately in the ticketing system. Assess and triage support cases routing them to the appropriate internal teams. Maintain clear and concise communication with customers and internal teams. Meet defined SLAs for first response and resolution of support cases. Collaborate effectively with internal teams external partners and third-party vendors. Escalate tickets to appropriate teams or levels of support when necessary. Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA. Handle critical responses and escalate cases based on severity. Maintain a low call unanswered rate to ensure customer phone calls are promptly addressed. Resolve issues based on defined runbooks policies and procedures. Curate various types of documentation utilized to expand the footprint of the Tier 1 service. Utilize active listening empathy and other emotional intelligent skills to properly handle customer interactions. Meet or exceed the defined required customer service satisfaction score. Required Strong customer service skills and ability to multi-task Strong analytical troubleshooting and problem-solving skills Ability to prioritize tasks and self-manage Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day. Excellent listening oral and written communication skills with strong interpersonal skills. Possess strong sense of teamwork integrity and positive attitude. 0-1 year technical customer support experience. Fluency in English Preferred Experience or industry knowledge in supply chain software such as warehouse management solutions or order/ inventory management solutions Experience in database (SQL / Oracle) queries and stored procedures Experience with operating systems and RF hardware Labeling (Bartender) experience a plus Voice software expertise in (Honeywell) Prior experience with ServiceNow or other industry standard ticketing system 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 jobs@infios.com 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.

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. Location Remote BR 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 Global Mid-Level Support Analyst II 3PL is a senior individual contributor position within Global 3PL Support in infios Cloud & Customer Excellence. This position provides advanced functional and technical support for multi-client 3PL Warehouse Management System (WMS) environments acting as an escalation point between Tier 1 Support and Tier 3 Engineering. Responsibilities include T roubleshoot 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 i den tify dat a 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 Required 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 analytica l 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 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 jobs@infios.com 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.

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 Service Desk Analyst - Bilingue Location Brazil Remote 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 Global Service Desk Analyst is an individual contributor position within the Infios Supply Chain Global Customer Support department (GCS). This position reports to the Manager Tier 1 Support. The position provides functional and technical support for the various Supply Chain Software products at Infios. About You As a Global Service Desk Analyst at Infios you are dedicated to delivering exceptional functional and technical support for our suite of Supply Chain Software products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers. With a strong foundation in customer service you are adept at multitasking prioritizing tasks and employing analytical and troubleshooting skills to resolve software-related issues efficiently. You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges. Embracing a customer-centric approach you utilize active listening empathy and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation. Responsibilities Provide comprehensive support through both phone and ticketing system. Gather initial information to understand and troubleshoot software-related issues. Document all relevant information accurately in the ticketing system. Assess and triage support cases routing them to the appropriate internal teams. Maintain clear and concise communication with customers and internal teams. Meet defined SLAs for first response and resolution of support cases. Collaborate effectively with internal teams external partners and third-party vendors. Escalate tickets to appropriate teams or levels of support when necessary. Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA. Handle critical responses and escalate cases based on severity. Maintain a low call unanswered rate to ensure customer phone calls are promptly addressed. Resolve issues based on defined runbooks policies and procedures. Curate various types of documentation utilized to expand the footprint of the Tier 1 service. Utilize active listening empathy and other emotional intelligent skills to properly handle customer interactions. Meet or exceed the defined required customer service satisfaction score. Required Strong customer service skills and ability to multi-task Strong analytical troubleshooting and problem-solving skills Ability to prioritize tasks and self-manage Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day. Excellent listening oral and written communication skills with strong interpersonal skills. Possess strong sense of teamwork integrity and positive attitude. 0-1 year technical customer support experience. Fluency in English Preferred Experience or industry knowledge in supply chain software such as warehouse management solutions or order/ inventory management solutions Experience in database (SQL / Oracle) queries and stored procedures Experience with operating systems and RF hardware Labeling (Bartender) experience a plus Voice software expertise in (Honeywell) Prior experience with ServiceNow or other industry standard ticketing system 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 jobs@infios.com 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.

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 jobs@infios.com 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.

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 jobs@infios.com 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.