Product Support Analyst Senior

Department: SaaS

Location: Remote

Description

Infor are looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep functional and technical understanding of enterprise software systems. As a trusted advisor to our customers, you will take ownership of complex support cases, work closely with cross-functional teams, and contribute to continuous service improvements. You’ll be supporting a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.

A Typical Day In The Life Includes

• Be a subject matter expert on assigned Infor applications and modules.
• Analyze, diagnose, and resolve complex product issues in a timely and efficient manner.
• Be the primary point of escalation for critical incidents.
• Collaborate with product management and engineering to prioritize defect resolutions and product enhancements.
• Mentor and guide junior analysts to develop technical and customer service skills.
• Document solutions and best practices in the knowledge base to drive case deflection and customer empowerment.
• Partner with customers to ensure a positive support experience, owning cases from inception through resolution.
• Contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality.
  
  

Basic Qualifications

• Experience in enterprise software support, consulting, or related field.
• Experience troubleshooting across application, database, and integration layers.
• Experience with ERP, HCM, SCM, or industry-specific software is preferred.
• Experience with SQL and familiarity with APIs, XML, and scripting languages is a plus.
• Customer engagement experience.
• Experience working in a fast-paced, global environment with cross-functional teams.
  
  

Preferred Qualifications

• Experience supporting SaaS/cloud-based solutions.
• ITIL certification or background in service management processes.
  
  

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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