Support Analyst

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

📋 Description

• Take ownership of the comprehensive diagnosis of application, database, integration, and performance issues within production WMS/logistics settings.

• Develop and evaluate SQL queries to ensure data integrity.

• Examine execution plans and correlate workflows to the underlying data structures.

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

• Identify OS-level and environmental failures.

• Collaborate with infrastructure and security teams as required.

• Oversee the complete case lifecycle, ensuring clear customer communication, timely updates, and thorough root cause documentation.

• Act as an escalation point for Tier 1 issues.

• Work alongside Tier 3 and Engineering teams on complex challenges.

• Provide mentorship to junior team members.

• Contribute to the knowledge base.

• Engage in on-call rotations.

⛳️ Requirements

• Bachelor's degree in Computer Science, MIS, or a related field.

• Over 5 years of experience supporting enterprise software in production environments.

• Proficient in Microsoft SQL, including query writing, data analysis, stored procedure review, and performance tuning.

• Practical experience troubleshooting Microsoft Windows Server in production settings.

• 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; TOEIC 800+ / IELTS C1 or equivalent.

• Self-motivated and capable of managing workload independently.

• Experience in supporting Warehouse Management Systems (WMS) or supply chain software is preferred.

• Understanding of ITIL practices is preferred.

• Familiarity with ServiceNow or similar service management platforms is preferred.

• Exposure to cloud or hosted enterprise environments is preferred.

• Practical experience with Dynatrace or comparable APM/monitoring tools is preferred.

• Knowledge of third-party integrations, EDI, or API ecosystems is preferred.

• Experience collaborating cross-functionally with Product Development, Professional Services, or Infrastructure teams is preferred.

🏝️ Benefits

• Tools and opportunities to create the future you envision.

• An equal-opportunity and inclusive workplace.

• Reasonable accommodations during the recruitment process for individuals with disabilities.