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Infios TMS Technical Support Analyst
Provide technical support for Redwood Logistics’ Infios TMS, resolving application, data, and integration issues for supply chain technology customers. Manage support cases, investigate root causes, and help improve support operations.
संयुक्त राज्य$65,000 – $70,000 / वर्ष
रिमोटपूर्णकालिकमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीसहायता इंजीनियरविवरण
- Manage customer support cases from investigation to resolution, keeping customers informed throughout.
- Respond to support requests, system alerts, and inquiries within established service level agreements.
- Troubleshoot and resolve Infios TMS application, configuration, data, and integration issues.
- Review symptoms, application behavior, system data, logs, and other technical evidence to identify potential root causes.
- Reproduce issues when appropriate and distinguish application defects from configuration, integration, data, or user and process issues.
- Escalate complex cases to subject matter experts, Engineering, or other technical teams with clear troubleshooting notes and supporting evidence.
- Work with customers and internal teams to validate fixes and confirm resolution.
- Develop and maintain technical documentation, troubleshooting procedures, and knowledge base content.
- Spot recurring issues and recommend improvements to processes, documentation, product configuration, or support procedures.
- Share technical knowledge and mentor other analysts in troubleshooting and support practices.
- Contribute to initiatives that improve support efficiency, shorten resolution times, and enhance the customer experience.
आवश्यकताएँ
- Hands-on experience with Infios TMS in support, implementation, administration, super-user, or operational work.
- Experience troubleshooting integrations and data exchanges between enterprise applications.
- Working knowledge of integration technologies and formats such as APIs, REST or SOAP web services, XML, JSON, EDI, or SFTP.
- Experience reviewing application logs, integration messages, or other technical diagnostic information.
- Experience with SQL or relational databases and basic data analysis or validation.
- Experience supporting SaaS or cloud-based enterprise applications.
- Experience in a structured Tier 2 or Tier 3 technical or application support environment.
- Experience with case management, SLAs, escalation procedures, incident management, and knowledge base development.
- Availability to work Monday through Friday, 8:00 AM to 5:00 PM with a one-hour break, subject to coverage flexibility.
लाभ
- Learning and development resources, including access to experts.
- Opportunities for internal mobility.
- Employee referral bonus program.
- Employee Resource Groups.
- Annual fundraising and volunteer events supporting local communities.
- Paid time off, floating holidays, volunteer time off, and rollover.
- Paid parental leave.
- Medical, dental, and vision coverage, plus a 401(k) plan with company match.
- Flexible spending, mass transit, and dependent care plans.
- Health savings account with an annual company contribution for plan participants.
- Subsidized short-term and long-term disability coverage and life insurance.
- Additional benefits such as pet insurance, accident care, and access to legal advice.
- Flexible work schedule based on coverage.
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