{"id":556813,"url":"https://alion.io/job/infios-global-support-analyst-ii","title":"Global Support Analyst II","company":{"id":4363,"name":"Infios","domain":"infios.com","url":"https://alion.io/company/infios","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":5,"ghost_share":0,"stale_share":0.6,"repost_share":0.4,"time_to_fill_p50_days":39,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Brazil"],"countries":["BR"],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":56000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"PowerShell","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Windows Server","optional":false},{"name":"Dynatrace","optional":true},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-08T22:41:28Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-25T06:13:28Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":47},"description":"If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.\nWe are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.\nJoin our team at Infios as aGlobal Support Analyst II! This role is ideal for someone who thrives on coordination, proactive problem-solving, and making things better before they break. You'll focus on planning and executing small customer environment upgrades, driving cross-team projects to completion, and identifying operational improvements that prevent issues from ever reaching the support queue.\nThis is not a traditional case-handling role. Instead ofworkinga ticket queue, you'll operate acrossCloudOperations, Product Engineering, QA, Security, and Enterprise Data teams to deliver improvements that directly benefit our hosted customers. You'll fill critical gaps that our Tier 1 and Tier 2 teams can't absorb alongside their daily caseloads: tuning monitoring and alerting, coordinating problem management follow-through, and performing proactive health checks on customer environments.\nIf you enjoy working across teams, keeping small projects on track, and using technical skills to make real operational improvements, we'd love to hear from you.\nWhat a day in the life looks like:\nPlan and execute small-scale software upgrades for hosted customer environments (BarTender, minor WA/WMS patches, configuration improvements), coordinating schedules withCloudOperations and customers\n\nValidate pre-upgrade readiness and post-upgrade functionality using documented checklists and basic technical verification\n\nLeadmini-projectsthat require coordination between Support,CloudOperations, Product Engineering, QA, Security, and Enterprise Data teams\n\nInterface with upstream data teams when data changes risk breaking downstream systems; coordinate validation and customer communication\n\nDrive the problem management process by coordinating with external departments that hold technical root cause analysis information, ensuring problems are documented and closed out\n\nSpot-check monitoring and alerting configurations for excessive noise, insufficient granularity, or missing coverage\n\nWork with Tier 1 and Tier 2 support teams to identify application-level signals that indicate customer impact but are not yet monitored\n\nPropose and implement alerting or dashboard improvements in coordination with the monitoring team\n\nPerform proactive environment health checks and recommend remediation actions\n\nContribute to Knowledge Base maintenance: identify outdated articles, flag gaps, and coordinate updates\n\nPick up operational tasks that fall outside the daily case queue but improve overall support quality (ServiceNow workflow testing, report generation, process validation)\n\nDocument upgrade outcomes and update runbooks based on lessons learned\n\nWhat you bring to the team:\nBachelor’s degree in Computer Science, Information Systems, or equivalent hands-on technical experience\n\n2+ years in a technical support, IT operations, or systems administration role supporting enterprise software in production environments\n\nWorking SQL capability: writing queries for data validation, understanding table relationships, and making minor data corrections as directed\n\nHands-on experience with Microsoft Windows Server environments (service management, log review, basic resource monitoring)\n\nWorking understanding of application integrations: file transfers (CSV, XML), APIs, and system workflows\n\nExperience coordinating tasks or small projects across multiple teams with competing priorities\n\nFamiliarity with basic scripting (PowerShell, batch, or SQL) for configuration review and log analysis\n\nFluent English communication skills with the ability to clearly explain technical topics to both technical and non-technical audiences\n\nSelf-directed and able to manage workload independently across multiple concurrent priorities\n\nLocated in Brazil with ability to work fully remote\n\nPreferred Qualifications\nExperience supporting Warehouse Management Systems (WMS) or supply chain / logistics software\n\nFamiliarity with ITIL-based operational support processes: incident management, problem management, change management\n\nExperience with ServiceNow or equivalent service management platforms\n\nHands-on experience with Dynatrace or similar APM/monitoring tools\n\nExperience planning or executing software upgrades in hosted or cloud environments\n\nExposure to working cross-functionally with security teams, enterprise data teams, or infrastructure groups\n\nKnowledge of third-party integrations (BarTender, Loftware, EDI, or similar)\n\nWhy join us?\nAt Infios, we'renot just looking for employees; we'relooking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you'reat the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.\nWe believe the future is betterwhen supply chains work better.\nWe are an equal-opportunity employer and committed to inclusion in the workplace.\nAt Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued-whether they look, think, move, believe, or love differently.\nAll qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. \nReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you requireassistanceor accommodation due to a disability during the recruiting process, please let us know at \nDisclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are requiredfor this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations.Applications must be submittedvia our career site.","description_format":"text","description_chars":6774,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Supply Chain","Supply Chain AI","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-09-08T22:41:28Z"}],"visa":[],"liveness":{"score":44,"band":"fade","label":"Fading","p_open":1,"p_active":0.805,"p_room":0.55,"age_days":47,"expected_fill_days":39,"reasons":["conf:23","velocity","win:tail"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/infios-global-support-analyst-ii","json_url":"https://alion.io/job/infios-global-support-analyst-ii.json","meta":{"generated_at":"2026-10-26T21:21:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28795,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4363},"rest":"https://alion.io/mcp/rest/get_company?id=4363"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finfios-global-support-analyst-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finfios-global-support-analyst-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finfios-global-support-analyst-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/infios-global-support-analyst-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finfios-global-support-analyst-ii"}]}