Technical Support Analyst

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

Department: Customer Support

Infor is seeking a

Location: Mexico City

Technical Support Analyst

who is passionate about delivering exceptional customer experiences and solving complex technical challenges. As a valued member of our Global Support team, you will play a critical role in troubleshooting and resolving issues, supporting mission-critical business applications, and helping customers maximize the value of their Infor solutions. This role offers the opportunity to work in a collaborative, fast-paced environment while developing deep product and technical expertise.

A Typical Day In The Life Includes

• 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.

Basic Qualifications

• 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.

Preferred Qualifications

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

Location: Montes Urales 505, Lomas de Chapultepec, Miguel Hidalgo, C.P. 11000, Mexico City

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, 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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