Technical Product Support Analyst, Senior

Technical Product Support Analyst, Senior

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Infor is hiring a Senior Technical Product Support Analyst to join our Financials & Supply Management (FSM) team. This role resolves complex technical issues across financial and accounting platforms, leads cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that elevate the customer experience. The Senior Product Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback—all while ensuring system reliability and alignment with business goals.

• Resolve highly complex, high-impact issues related to financial systems (e.g., Infor FSM), 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; coordinating cross-functional support efforts with sound judgement, technical leadership, and focus on minimizing downtime and maximizing productivity.
• Mentor junior team members, fostering a high-performing support culture, and driving continuous improvement in both team capabilities and customer satisfaction.
• Engage with high-priority customers to deliver fast, accurate solutions using advanced system and business knowledge—ensuring alignment with FSM priorities.
• Translate real-world user feedback into actionable product recommendations, serving as a key liaison between customers and engineering to drive meaningful enhancements.

• Experience in supporting customers with complex technical issues.
• Experience supporting financial software (accounts receivable, global ledger, allocations, accounting, etc.) processes and systems in a technical capacity (e.g., configuration, troubleshooting, or integration support).
• Experience delivering efficient, high-impact service to clients under tight deadlines.
• Experience managing escalations and setting clear, realistic expectations with customers.
• Technical experience in SQL scripting, database systems, and web applications.
• 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 for any employer without requiring a visa transfer or visa sponsorship now or in the future.

• Bonus:
  Hands-on experience with Infor FSM.
• Bonus:
  Hands-on experience with Infor Landmark Pattern Language (LPL).
• Bonus:
  Hands-on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting).
• Bachelor’s degree in Finance, Accounting, or Computer Science preferred.