Support Analyst II

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

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

• Develop and review SQL queries to ensure data integrity.

• Analyze execution plans and correlate workflows with underlying data structures.

• Troubleshoot integrations including file-based, table-to-table, and API, covering endpoint validation, authentication, and retry mechanisms.

• Identify OS-level and environmental failures.

• Collaborate with infrastructure and security teams as necessary.

• Oversee the entire case lifecycle with effective customer communication, prompt updates, and documentation of root causes.

• Act as an escalation point for Tier 1 issues.

• Work together with Tier 3 and Engineering on intricate problems.

• Guide junior team members through mentorship.

• Contribute to the knowledge base to enhance team resources.

• Engage in on-call rotations.

⛳️ Requirements

• Bachelor's degree in Computer Science, Management Information Systems, or equivalent practical experience.

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

• Proficient in Microsoft SQL, with skills in query writing, data analysis, stored procedure evaluation, and performance optimization.

• Practical experience troubleshooting Microsoft Windows Server in production environments.

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

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

• Advanced English communication skills, both written and verbal; TOEIC 800+ / IELTS C1 or equivalent.

• Self-motivated and capable of managing one's workload independently.

• Preferred: Experience with Warehouse Management Systems (WMS) or supply chain software.

• Preferred: Understanding of ITIL practices.

• Preferred: Experience with ServiceNow or similar service management platforms.

• Preferred: Exposure to cloud or hosted enterprise environments.

• Preferred: Hands-on experience with Dynatrace or comparable APM/monitoring tools.

• Preferred: Knowledge of third-party integrations, EDI, or API ecosystems.

• Preferred: Experience collaborating with Product Development, Professional Services, or Infrastructure teams.

🏝️ Benefits

• An equal-opportunity employer dedicated to fostering inclusion in the workplace.

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

• Access to tools and opportunities to shape the envisioned future.

• Opportunities for professional growth and development.

• Involvement in on-call rotations.