HCM ERP SaaS Product Support Analyst

Infor; Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

Infor is seeking a Product Support Analyst to join our Global Support team in Manila. You will act as a trusted advisor and technical expert, helping customers maximize value from Infor’s solutions in a fast-paced, collaborative environment.

You’ll work across Product Management, Development, and Cloud Operations to resolve escalated issues, document solutions, and continually improve support processes. This role involves handling inquiries via phone, email, and web-based tools in a global team

Qualifications

• Experience in application or technical support in SaaS or ERP environment.
• Ability to dissect technical problems and translate findings to non-technical users.
• Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
• Experience with enterprise software in finance, supply chain, or manufacturing is a plus.
• Experience thriving in a global team environment with minimal supervision.

Responsibilities

• Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
• Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
• Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
• Document knowledge in incident notes, technical articles, and operational procedures.
• Prioritize and manage multiple open issues while delivering updates to stakeholders.
• Participate in customer calls and screen-sharing sessions to support complex issues.
• Contribute to continuous improvement initiatives within the support organization.

Skills

SQL

Problem solving

Technical support

ERP experience

Tools

ServiceNow

Salesforce

AWS

Azure

Kubernetes

Job description

Infor is seeking a Product Support Analyst to join our Global Support team in Manila. You will act as a trusted advisor and technical expert, helping customers maximize value from Infor’s solutions in a fast-paced, collaborative environment.

You’ll work across Product Management, Development, and Cloud Operations to resolve escalated issues, document solutions, and continually improve support processes. This role involves handling inquiries via phone, email, and web-based tools in a global team