Technical Support Analyst

Key Responsibilities

• Provide timely and accurate technical support to Infor customers via phone, email, and web channels.
• Diagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions.
• Collaborate with internal teams—including R&D, Cloud Operations, and Product Management—to drive resolution of customer-reported issues.
• Manage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets.
• Create and maintain internal knowledgebase articles, FAQs, and technical documentation.
• Act as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements.
• Participate in product training and continuous learning to stay current with Infor technologies and industry trends.

Skills, Knowledge & Expertise

• Academic Background in Engineering, Computer Science, Telematics, Artificial Intelligence (AI), or a related technical discipline.
• Experience providing technical support, application support, or helpdesk services, with direct customer interaction and customer service orientation.
• Working knowledge of APIs, including troubleshooting and integration concepts.
• Experience with SQL, database querying, and log analysis to diagnose and resolve technical issues.
• Analytical and problem-solving skills, with the ability to investigate complex issues and identify effective solutions.
• Ability to work on-site three days per week as part of a hybrid work model.
• Legal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Benefits

• Basic understanding of AI concepts.
• Experience with Cloud / Saas / ERP, or enterprise software.