Mid-Level Support Analyst

Job Description

Infios is seeking a Mid-Level Support Analyst to take ownership in diagnosing application, database, integration, and performance issues in production WMS/logistics environments. Responsibilities include crafting and assessing SQL queries to ensure data accuracy, analyzing execution plans, and mapping workflows to underlying data structures. The role involves troubleshooting file-based, table-to-table, and API integrations, including validation of endpoints, authentication mechanisms, and retry logic. Diagnosing failures at the OS level and environment, coordinating with infrastructure and security teams. They will manage the full case lifecycle with communication, timely updates, and root cause documentation, serve as an escalation point for Tier 1 and collaborate with Tier 3 and Engineering teams on complex issues. Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations.

Qualifications

1. Bachelor's degree in Computer Science, MIS, or relevant experience. 2. Minimum of 3 years of experience supporting enterprise software in production environments. 3. Strong skills in Microsoft SQL, covering query writing, data analysis, stored procedure review, and performance tuning. 4. Practical experience in troubleshooting Microsoft Windows Server in production environments, including diagnosing and resolving issues. 5. Working knowledge of application integrations, including APIs, file transfers, and system workflows. 6. Capability to troubleshoot across application, database, and infrastructure layers simultaneously. 7. Excellent English communication skills, both written and verbal, with the ability to explain complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent). 8. Self-directed and capable of managing workload independently.

Benefits

- Competitive compensation and benefits packages. - Opportunities for career advancement from Tier 2 to higher tiers or into technical and management roles within the organization.