Support Software Engineer, Senior
Department:
Customer Support
Employment Type:
Full Time
Location:
Mexico City
Description
Senior Support Software Engineer bridging Support and Development for Infor CloudSuite Distribution. Resolves complex ERP issues, analyzes Progress/OpenEdge and PostgreSQL 17 data, writes Q&D; fixes, and improves product quality, customer outcomes, and escalation speed.
A Typical Day in the Life Includes:
Investigate complex customer issues involving Infor CloudSuite Distribution, including ERP workflows, application behavior, data conditions, integrations, environments, and technical defects.
Analyze Progress/OpenEdge code, PostgreSQL 17 data, SQL queries, logs, traces, and customer scenarios to identify root cause and recommend corrective action.
Write Q&D; programs, data fixes, scripts, utilities, or technical workarounds to resolve customer-impacting issues safely and effectively.
Troubleshoot end-to‐end ERP flows, including master data, transactions, jobs/batches, roles/security, reporting, integrations, and environment‐specific behavior.
Collaborate with Support, Development, Cloud Operations, DBAs, QA, and Product teams to validate defects, isolate bad data patterns, identify performance symptoms, and drive timely resolution.
Translate customer‐reported issues into actionable technical details for Development, including reproducible steps, logs, payload examples, data analysis, and business impact.
Document findings, customer updates, case progress, stakeholder summaries, and knowledge content to improve support effectiveness and product quality.
Basic Qualifications:
Experience supporting or developing enterprise ERP, distribution, supply chain, warehouse, inventory, order management, or financial applications.
Experience with Progress/OpenEdge, including database concepts, code analysis, procedures, troubleshooting,



and Q&D;/data‐fix development.
Experience with PostgreSQL 17 or similar relational database platforms, including SQL troubleshooting, query review, data analysis, and performance symptom identification.
Experience troubleshooting ERP concepts such as master data, transactions, jobs/batches, roles/security, environments, and end‐to‐end business flows.
Experience troubleshooting integrations, including APIs, tokens, OAuth keys, JSON/XML payloads, connection points, BODs, event messaging, or interface failures.
Experience with log analysis skills, including application logs, integration logs, report history, timestamps, PIDs, hosts, and cross‐system correlation.
Experience communicating technical findings clearly through case documentation, customer updates, stakeholder summaries, and Development‐ready defect details.
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.
Preferred Qualifications:
Infor CloudSuite Distribution, SX.e, or similar distribution ERP platforms.
Experience with Java‐based enterprise applications.
Experience with Windows and remote administration, including RDP, Windows services, Event Viewer, and print queues.
Experience with networking fundamentals, including DNS, certificates, firewall request basics, connectivity issues, and environment access troubleshooting.
Experience with warehouse logistics, inventory management, order entry, pricing, costing, finance, reporting, or supply chain automation.
Any combination of experience with ServiceNow, Jira, DBAs, Cloud Operations, QA validation, production support, or Agile development teams.
Experience creating knowledge articles, technical documentation, support enablement materials, or recurring issue analysis.
Hybrid Role: 3 days in‐office (Mexico City, MX)
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📌 Support Software Engineer, Senior (Xico)
🏢 Infor
📍 Xico