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.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Reporting to the Support Manager, the Senior Cloud Support Analyst provides high‑quality technical support to customers and colleagues across international regions, with a strong focus on advanced server infrastructure and SaaS operations. The role is responsible for analysing, progressing and resolving support tickets in line with defined targets and SLAs within a busy service desk environment. As continuous engagement with customers and internal teams is essential, the position requires excellent written and verbal communication skills, a customer‑focused approach and meticulous attention to detail. The successful candidate will be proactive, capable of working independently, and committed to delivering a reliable, professional support experience.
What a day in life of looks like:
- Work closely with cloud and SaaS engineering teams to develop, maintain and enhance customer environments across hosted and distributed network infrastructures.
- Produce clear, high‑quality technical and customer‑facing documentation to support effective knowledge sharing and service delivery.
- Serve as a senior point of escalation for complex technical queries, guiding and supporting colleagues to resolve issues efficiently.
- Investigate, diagnose and resolve customer incidents and service queries, assessing their impact and assigning appropriate priorities in line with business needs.
- Ensure timely, professional customer communication, maintain accurate customer data, complete incident handovers and consistently meet defined SLAs.
- Participate in the Out‑of‑Hours rota to provide critical P1 support, ensuring continuity of service for urgent customer issues.
What you bring to the team:
- Strong knowledge of cloud platforms (OCI, Azure, AWS) and experience managing advanced infrastructure such as WSFC, SQL clusters, routing protocols and load balancing.
- Proficient in Microsoft operating systems, SQL databases, server hardware and TCP/IP networking in commercial settings.
- Proven background in IT helpdesk or technical support roles working to defined SLAs.
- Able to maintain robust security and compliance standards to protect customer environments.
- Skilled in scripting tools such as Python and PowerShell.
- Excellent customer service, interpersonal abilities and fluent written and spoken English.
- Highly organised, detail‑oriented, proactive and able to work flexibly, including resolving urgent issues outside standard hours.
- Acts as a technical role model, supporting the development of wider team capabilities.
#LI-REMOTE
At Infios, we're not just looking for employees; we're looking 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're at 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.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At 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.
All 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.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at jobs@infios.com
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are for 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 submitted via our career site.