Global Support Analyst II

Infios

Global Support Analyst II collaborating across departments to improve hosted customer environments at Infios. Responsibilities include upgrades, problem management, and technical verifications.

Posted 5/24/2026full-timeRemote • 🇧🇷 BrazilJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

CloudServiceNowSQL

About the role

Key responsibilities & impact

Plan and execute small-scale software upgrades for hosted customer environments (BarTender, minor WA/WMS patches, configuration improvements), coordinating schedules with Cloud Operations and customers
Validate pre-upgrade readiness and post-upgrade functionality using documented checklists and basic technical verification
Lead mini-projects that require coordination between Support, Cloud Operations, Product Engineering, QA, Security, and Enterprise Data teams
Interface with upstream data teams when data changes risk breaking downstream systems; coordinate validation and customer communication
Drive the problem management process by coordinating with external departments that hold technical root cause analysis information, ensuring problems are documented and closed out
Spot-check monitoring and alerting configurations for excessive noise, insufficient granularity, or missing coverage
Work with Tier 1 and Tier 2 support teams to identify application-level signals that indicate customer impact but are not yet monitored
Propose and implement alerting or dashboard improvements in coordination with the monitoring team
Perform proactive environment health checks and recommend remediation actions
Contribute to Knowledge Base maintenance: identify outdated articles, flag gaps, and coordinate updates
Pick up operational tasks that fall outside the daily case queue but improve overall support quality (ServiceNow workflow testing, report generation, process validation)
Document upgrade outcomes and update runbooks based on lessons learned

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Systems, or equivalent hands-on technical experience
2+ years in a technical support, IT operations, or systems administration role supporting enterprise software in production environments
Working SQL capability: writing queries for data validation, understanding table relationships, and making minor data corrections as directed
Hands-on experience with Microsoft Windows Server environments (service management, log review, basic resource monitoring)
Working understanding of application integrations: file transfers (CSV, XML), APIs, and system workflows
Experience coordinating tasks or small projects across multiple teams with competing priorities
Familiarity with basic scripting (PowerShell, batch, or SQL) for configuration review and log analysis
Fluent English communication skills with the ability to clearly explain technical topics to both technical and non-technical audiences
Self-directed and able to manage workload independently across multiple concurrent priorities.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible working hours
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLMicrosoft Windows ServerscriptingPowerShelldata validationapplication integrationsfile transfersAPIssystem workflowstechnical verification

Soft Skills

communicationcoordinationproblem managementself-directedindependent workload managementteam collaborationcustomer communicationtechnical explanationattention to detailprocess improvement

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Information Systems