Mid-Level Support Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take full ownership of diagnosing application, database, integration, and performance issues in production WMS/logistics settings.

• Develop and evaluate SQL queries to ensure data integrity; analyze execution plans and associate workflows with underlying data structures.

• Resolve issues related to file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry mechanisms.

• Identify OS-level and environmental failures and collaborate with infrastructure and security teams when necessary.

• Oversee the complete case lifecycle with effective communication to customers, timely updates, and thorough documentation of root causes.

• Act as an escalation point for Tier 1 support and work together with Tier 3 and Engineering to tackle complex challenges.

• Guide junior team members, enhance the knowledge base, and engage in on-call rotations.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Management Information Systems (MIS), or relevant hands-on experience.

• A minimum of 3 years of experience supporting enterprise software in production settings.

• Proficient in Microsoft SQL: adept at query writing, data analysis, stored procedure review, and performance optimization.

• Practical experience in troubleshooting Microsoft Windows Server in production environments, including diagnosing and resolving issues.

• Familiarity with application integrations: APIs, file transfers, and system workflows.

• Capability to troubleshoot across application, database, and infrastructure layers concurrently.

• Excellent English communication skills, both written and verbal, with the ability to articulate complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent).

• Self-motivated and capable of managing workload independently.

🏝️ Benefits

• Competitive salary and benefits package aligned with market standards.

• Opportunities for career advancement from Tier 2 to other Tiers or into technical and management positions within the organization.