Technical Support Analyst

Department: Customer Support

Employment Type: Full Time

Location: Mexico City

Description

Infor is seeking a 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