Mid-Level Support Analyst
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Job Description
Mid-Level Support Analyst II diagnosing and resolving technical issues in production WMS environments at Infios. Collaborating with teams to ensure smooth operations and mentorship to junior staff.
Responsibilities:
- Independently own end-to-end diagnosis of application, database, integration, and performance issues in production WMS/logistics environments
- Write and review SQL queries to validate data integrity; analyze execution plans and map workflows to underlying data structures
- Troubleshoot file-based, table-to-table, and API integrations, including endpoint validation, authentication, and retry logic
- Diagnose OS-level and environment failures, coordinate with infrastructure and security teams as needed
- Manage the full case lifecycle with clear customer communication, timely updates, and root cause documentation
- Serve as escalation point for Tier 1 and collaborate with Tier 3 and Engineering on complex issues
- Mentor junior team members, contribute to the knowledge base, and participate in on-call rotations
Requirements:
- Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience
- 3+ years supporting enterprise software in production environments
- Strong Microsoft SQL skills: query writing, data analysis, stored procedure review, performance tuning
- Hands-on experience troubleshooting Microsoft Windows Server in production environments, including diagnosis and resolution issues
- Working knowledge of application integrations: APIs, file transfers, and system workflows
- Ability to troubleshoot across application, database, and infrastructure layers simultaneously
- Advanced English communication skills — written and verbal — capable of explaining complex technical issues to both technical and non-technical audiences (TOEIC 800+ / IELTS C1 or equivalent)
- Self-directed and able to manage workload independently.
Benefits:
- Competitive compensation and benefits aligned to market benchmarks
- Career progression from Tier 2 into other Tiers or technical and management roles within the organization.
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