Infios Technical Support (formerly MercuryGate)

Reports To: Infios TMS & RedwoodConnect Support Manager

Location: Remote (within the U.S.)

Environment: Remote

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

As Solutions Analyst – Infios Support working within Innovate (one of our entities), you will be responsible for working directly with customers as a technical resource, combining knowledge of transportation operations with strong analytical and troubleshooting skills to diagnose and resolve application, configuration, data and integration-related issues.

• 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 to improve both customer and internal support capabilities
• 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

• 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

This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.