Technical 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 accurate communication throughout the entire issue lifecycle.

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

• Investigate, troubleshoot, and resolve issues related to the Infios TMS application, including configuration, data, and integration challenges.

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

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

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

• Collaborate with customers and internal teams to verify solutions and confirm successful resolutions.

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

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

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

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

⛳️ Requirements

• Direct hands-on experience with Infios TMS in support, implementation, administration, super-user, or operational roles.

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

• Working knowledge of 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.

• Familiarity with SQL or relational databases and the ability to perform basic data analysis or validation.

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

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

• Knowledge of support platforms and processes involving case management, SLAs, escalation procedures, incident management, and Knowledge Base development.

• Availability to work Monday through Friday from 8:00 AM to 5:00 PM with an hour break, subject to coverage flexibility.

🏝️ Benefits

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

• Opportunities for internal mobility.

• Employee referral bonus program.

• Employee Resource Groups (ERGs).

• Annual fundraising and volunteer events to contribute to communities.

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

• Paid parental leave.

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

• Flexible spending accounts, mass transit, and dependent care plans available.

• Health savings accounts with an annual company contribution for plan participants.

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

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

• Flexible work schedule based on coverage needs.