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Redwood Logistics
Redwood Logistics
1.001 – 5.000 Angajați
Sponsor pentru viza H1BLanț de aprovizionareLogisticăTransport
Redwood Logistics este o companie de tehnologie pentru lanțul de aprovizionare și logistică, axată pe logistica de nivel patru (4PL) și gestionarea transportului de mărfuri de la un capăt la altul. Platforma sa Logistics Platform as a Service (LPaaS) reunește servicii logistice, tehnologie, automatizare și vizibilitate operațională pentru a ajuta companiile să conceapă și să gestioneze strategii personalizate pentru lanțul de aprovizionare. Compania sprijină organizațiile care urmăresc operațiuni de transport mai eficiente, conectate și ușor de gestionat în cadrul unor rețele logistice complexe.
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Locurile de muncă ale companiei

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.

USStatele Unite ale Americii
65.000 $ – 70.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăInginer de suport
CloudSOAPSQL

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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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