HR Product Support Analyst

Infor; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading business cloud software company is seeking a Technical Product Support Analyst in Atlanta, GA. This role involves resolving complex technical issues for Talent Acquisition systems and enhancing customer experiences through effective problem-solving. Candidates should have experience in HR software systems, strong analytical skills, and technical knowledge in Java, SQL, and support processes. The ideal applicant will guide junior members and engage closely with customers to ensure service excellence in product support.

Qualifications

• Experience resolving complex technical issues across multiple product suites.
• Proficient in providing technical support for HR software systems.
• Demonstrated ability to manage escalations and set customer expectations.

Responsibilities

• Resolve high-impact issues related to Talent Acquisition systems.
• Conduct functional analysis, testing, and debugging.
• Engage with customers to deliver fast, accurate solutions.

Skills

Analytical skills in data analysis

Experience with Java

Experience with JavaScript

Experience with SQL scripting

Experience with cloud infrastructure

Experience in troubleshooting

Customer service orientation

Education

Bachelor’s degree in Business, Computer Science, or equivalent technical training

Tools

Infor HR Talent

Workday

SAP SuccessFactors

Oracle HCM

iCIMS

Job description

Infor is hiring a technical Product Support Analyst to join our Talent Acquisition systems team. This role resolves complex technical issues across platforms such as Infor HR Talent, leads cross‑functional troubleshooting efforts, and delivers efficient high‑impact solutions that elevate the customer experience. The Product Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback while ensuring system reliability and alignment with business goals.

A Day in The Life

• Resolve highly complex, high‑impact issues related to Talent Acquisition systems (e.g., Infor HR Talent), focusing on product functionality, system configuration, integrations, and technical environments – often serving as the final escalation point before engineering.
• Conduct in‑depth functional and program analysis, testing, and debugging to diagnose and resolve customer‑reported issues with precision and efficiency.
• Uphold a professional, service‑oriented image by delivering clear, proactive communication and sustainable solutions that strengthen user confidence and team collaboration.
• Act as the go‑to product and process expert on critical cases; coordinate cross‑functional support efforts with sound judgement, technical leadership, and a focus on minimizing downtime and maximizing productivity.
• Mentor junior team members, fostering a high‑performing support culture, and drive continuous improvement in team capabilities and customer satisfaction.
• Engage with high‑priority customers to deliver fast, accurate solutions using advanced system and business knowledge – ensuring alignment with talent acquisition priorities.
• Translate real‑world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements.

Basic Qualifications

• Experience supporting multiple product suites and modules across technical environments; demonstrated analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex technical issues.
• Experience supporting Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, or integration support).
• Technical experience in Java, JavaScript, SQL scripting, database systems, web applications, and cloud infrastructure.
• Experience delivering efficient high‑impact service to clients under tight deadlines.
• Experience managing escalations and setting clear, realistic expectations with customers.
• Experience conducting virtual sessions or phone interactions—including screen‑sharing, troubleshooting complex technical issues, and facilitating interactive discussions with customers.
• Legal authorization to work permanently in the United States without requiring a visa transfer or sponsorship at any time in the future.

Preferred Qualifications

• Hands‑on experience with Infor HR Talent (or other Talent Acquisition software suites such as Workday, SAP SuccessFactors, Oracle HCM, or iCIMS).
• Hands‑on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting).
• Bachelor’s degree in Business, Computer Science, or equivalent technical training preferred.

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.

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, 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.

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