Hybrid Technical Support Analyst - Mexico City

Infor; Ciudad de México; Hybrid; MXN 350,000 - 650,000; Full time

Job summary

Infor is seeking a Technical Support Analyst in Mexico City to deliver expert customer support and resolve complex technical challenges across mission-critical applications. You will collaborate with cross-functional teams, troubleshoot issues, and contribute to knowledge base documentation.

The role requires a background in engineering or related technical field, experience with APIs and SQL, and a hybrid work arrangement with three on-site days per week.

Qualifications

• Engineering or related technical discipline.
• Experience providing technical support with direct customer interaction.
• Working knowledge of APIs and integration concepts.
• Experience with SQL, database querying, and log analysis.
• Analytical and problem-solving skills.
• Able to work on-site three days per week as part of a hybrid model.
• Legal authorization to work permanently in Mexico without visa sponsorship.

Responsibilities

• Provide timely technical support to Infor customers via phone, email, and web channels.
• Diagnose and troubleshoot software issues, identify root causes, and propose solutions.
• Collaborate with R&D, Cloud Operations, and Product Management to resolve issues.
• Manage a queue of support cases and meet SLAs and CSAT targets.
• Create and maintain internal knowledgebase articles and docs.
• Share feedback with cross-functional teams to influence product improvements.
• Participate in product training and stay current with Infor technologies.

Skills

Engineering background

Customer support

APIs

SQL

Analytical thinking

Hybrid work readiness

Education

Engineering / CS / Telematics / AI

Job description

Infor is seeking a Technical Support Analyst in Mexico City to deliver expert customer support and resolve complex technical challenges across mission-critical applications. You will collaborate with cross-functional teams, troubleshoot issues, and contribute to knowledge base documentation.

The role requires a background in engineering or related technical field, experience with APIs and SQL, and a hybrid work arrangement with three on-site days per week.