Solutions Analyst – Infios Support

Redwood Logistics

. Own customer support cases from initial investigation through resolution, providing timely and accurate communication throughout the lifecycle of the issue .

Posted 9/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $65,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving issues related to Infios TMS applications, system integrations, and data exchanges. Proficient in creating technical documentation and improving support processes to enhance customer experience.

Highest-signal resume keywords

Infios TMS SupportSystem Integration TroubleshootingAPI and Data Format KnowledgeSQL and Relational Database ExperienceSaaS Application Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData AnalysisApplication ConfigurationTechnical DocumentationIncident ManagementKnowledge Base DevelopmentIntegration TechnologiesApplication Logs ReviewCase ManagementContinuous Improvement

Soft Skills

Customer CommunicationCollaborationMentoring

Tools & Technologies

REST/SOAP Web ServicesXMLJSONEDISFTP

Industry Keywords

Service-Level AgreementsTier 2 SupportTier 3 SupportCloud-Based Applications

Tech Stack

Tools & technologies

CloudSOAPSQL

About the role

Key responsibilities & impact

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

What you’ll need

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, with flexibility based on coverage

Benefits

Comp & perks

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
Annual incentives based on individual and company performance