Technical Support

Job Description:

• Own customer support cases from initial investigation through resolution, providing timely and accurate communication throughout the lifecycle of the issue
• Respond to customer support requests, system notifications, and inquiries in accordance with established service-level agreements (SLAs)
• Investigate, troubleshoot, and resolve Infios TMS application, configuration, data, and integration-related issues
• Analyze reported symptoms, application behavior, system data, logs, and other available technical information to identify potential root causes
• Reproduce customer issues when appropriate and differentiate between application defects, configuration issues, integration failures, data problems, and user/process-related issues
• Escalate complex issues to subject matter experts, Engineering, or other technical teams with complete troubleshooting documentation and supporting evidence
• Collaborate with customers and internal teams to validate solutions and confirm successful resolution
• Create and maintain technical documentation, troubleshooting procedures, and Knowledge Base content
• Identify recurring issues and recommend improvements to processes, documentation, product configuration, or support procedures
• Share technical knowledge and mentor other analysts in established troubleshooting practices and support procedures
• Contribute to continuous improvement initiatives designed to increase support efficiency, reduce resolution times, and improve the overall customer experience

Requirements:

• Direct hands-on experience with Infios TMS in a support, implementation, administration, super-user, or operational capacity
• Experience 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 reviewing application logs, integration messages, or other technical diagnostic information
• Experience with SQL or relational databases and the ability to perform basic data analysis or validation
• Experience supporting SaaS or cloud-based enterprise applications
• Experience working within a structured Tier 2/Tier 3 technical support or application support environment
• Experience with support platforms and processes involving case management, SLAs, escalation procedures, incident management, and Knowledge Base development
• Ability 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 for your Learning & Development journey
• Opportunity for internal mobility
• Employee referral bonus program
• Employee Resource Groups (ERGs)
• Annual fundraising and volunteer events to give back to communities
• Paid time off, floating holidays, time off to volunteer and rollover
• Paid parental leave
• Medical, dental, vision and 401k plans (with match)
• Flexible spending account, mass transit and dependent care plans available
• Health savings account, with a annual company contribution for plan participants
• Short-term and long-term disability; life insurance policies subsidized by company
• Additional benefits including pet insurance, accident care, access to legal advice and more
• Flexible work schedule based on coverage