Solutions Analyst – Infios Support

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

📋 Description

• Take ownership of customer support cases from the initial investigation to resolution, ensuring timely and precise communication throughout the issue's lifecycle.

• Address customer support requests, system notifications, and inquiries in line with established service-level agreements (SLAs).

• Diagnose, troubleshoot, and resolve issues related to the Infios TMS application, its configuration, data, and integrations.

• Analyze reported symptoms, application behavior, system data, logs, and other technical information to uncover potential root causes.

• Reproduce customer issues when necessary and distinguish between application defects, configuration problems, integration failures, data issues, and user/process-related concerns.

• Escalate complex issues to subject matter experts, Engineering, or other technical teams with comprehensive troubleshooting documentation and supporting evidence.

• Work collaboratively with customers and internal teams to validate solutions and confirm successful resolution.

• Develop and maintain technical documentation, troubleshooting procedures, and Knowledge Base content.

• Identify recurring issues and suggest enhancements to processes, documentation, product configurations, or support procedures.

• Share technical expertise and mentor fellow analysts in established troubleshooting practices and support methodologies.

• Participate in continuous improvement initiatives aimed at enhancing support efficiency, reducing resolution times, and elevating the overall customer experience.

⛳️ Requirements

• Hands-on experience with Infios TMS in a support, implementation, administration, super-user, or operational role.

• Proficient in troubleshooting system integrations and data exchanges between enterprise applications.

• Familiarity with integration technologies and data formats such as APIs, REST/SOAP web services, XML, JSON, EDI, or SFTP.

• Experience in reviewing application logs, integration messages, or other technical diagnostic information.

• Knowledge of SQL or relational databases with the ability to conduct basic data analysis or validation.

• Background in supporting SaaS or cloud-based enterprise applications.

• Experience working within a structured Tier 2/Tier 3 technical support or application support environment.

• Familiarity with support platforms and processes related to case management, SLAs, escalation procedures, incident management, and Knowledge Base development.

• Willingness to work Monday through Friday from 8:00 AM to 5:00 PM with an hour break, with flexibility based on coverage needs.

🏝️ Benefits

• Access to experts and resources to support your Learning & Development journey.

• Opportunities for internal mobility.

• Employee referral bonus program.

• Participation in Employee Resource Groups (ERGs).

• Annual fundraising and volunteer events to contribute to communities.

• Paid time off, floating holidays, time off for volunteering, and rollover benefits.

• Paid parental leave.

• Comprehensive medical, dental, vision, and 401k plans (with matching contributions).

• Available flexible spending accounts, mass transit, and dependent care plans.

• Health savings account with annual company contributions for plan participants.

• Short-term and long-term disability coverage; life insurance policies partially subsidized by the company.

• Additional benefits including pet insurance, accident care, access to legal advice, and more.

• Annual incentives based on individual and company performance.