Product Support Analyst

Infor; Ciudad de México; Híbrido; MXN 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading business cloud software provider is seeking a Product Support Analyst to join its customer support team. In this role, you will provide technical assistance by troubleshooting product issues and collaborating with various teams to ensure customer satisfaction. This includes deploying middleware infrastructure and supporting products like Time & Attendance and Scheduling. The ideal candidate has expertise in Java, SQL, and relational databases with a hybrid work schedule of 3 days in the office.

Formación

• Experience with Java and SQL and relational database systems.
• Experience with object-oriented programming.
• Experience working flexible hours.
• Ability to work on a rotational on-call basis.

Responsabilidades

• Investigate and resolve customer issues reported through a ticketing system.
• Deploy and configure middleware infrastructure.
• Support product issues related to application and performance.

Conocimientos

Java

SQL

Object-oriented programming

Middleware infrastructure

Groovy

JavaScript

Multilingual capabilities (English proficiency)

Herramientas

Apache

WebLogic

WebSphere

PostgreSQL

Aurora

Oracle

SQL Server

Eclipse IDE

Descripción del empleo

Overview

The Product Support Analyst role at Infor is to serve as a key member of the customer support team, providing technical assistance and solutions to users of Infor software products. You will troubleshoot product issues, ensure timely resolution of customer inquiries, and collaborate with cross-functional teams including development, QA, and product management to deliver a world-class support experience.

Responsibilities

• Use analytical and problem-solving skills to investigate and resolve customer issues reported through a ticketing system.
• Deploy and configure middleware infrastructure such as Apache, WebLogic and WebSphere, as well as RDBMS systems such as PostgreSQL, Aurora, Oracle and SQL Server to replicate customer issues as needed.
• Support the entire product including Time & Attendance, Scheduling and Cognos, covering issues ranging from application issues to installation/configuration and performance-related topics.
• Meet or exceed departmental goals including response times, customer satisfaction levels, and knowledgebase contributions.
• Utilize excellent communication skills to diffuse heightened end-user sensitivity and interact with multiple levels of the customer\'s organization.
• Ability to work on a rotational on-call basis.
• Work closely with R&D, Product Management and Services teams on software defects, enhancement requests and consulting issues.

Basic Qualifications

• Experience with Java and SQL and relational database systems.
• Experience with object-oriented programming.
• Experience working flexible hours.
• Experience with middleware infrastructure such as WildFly, Apache, WebLogic and WebSphere, AWS, Aurora, PostgreSQL, Eclipse IDE, and remote debugging Java code as necessary.
• Groovy and JavaScript experience.

Preferred Qualifications

• Experience with ITIL practices and support frameworks.
• Multilingual capabilities including proficiency in English.

Location

Hybrid work — 3 days a week in office.

About Infor

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.

Our values and Equal Opportunity Employer

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 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 at the bottom of the infor.com/about/careers webpage. Infor values privacy; you can read our policy here.