General information

Country

Mexico

City

Mexico City

Job ID

48643

Department

Customer Support

Experience Level

ENTRY_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

Infor are seeking a Product Support Analyst to join our Global Support team. This role is key to ensuring our customers maximize the value of Infor’s solutions. You’ll work in a fast-paced, collaborative environment, acting as a trusted advisor and technical expert for Infor’s industry-specific enterprise software.

A Day in the Life Typically Includes:

- 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 the form of incident notes, technical articles, and operational procedures.
- Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
- Participate in customer calls and screen-sharing sessions as needed to support complex issues.
- Contribute to continuous improvement initiatives within the support organization.

Basic Qualifications:

- Academic background in Engineering, Information Technology, Computer Science, or related technical fields.
- Analytical and problem-solving skills, with the ability to investigate technical issues and communicate findings clearly to non-technical users.
- Working knowledge of SQL and relational databases such as Microsoft SQL Server or Oracle.




- Ability to work effectively in a collaborative general team environment while managing responsibilities with minimal supervision.
- Legal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship.

Preferred Qualifications:

- Exposure to application support or technical support environments, preferably within SaaS, ERP, or other enterprise software solutions.
- Working knowledge of ITIL methodologies.

Location:

- Montes Urales Norte 505, Lomas de Chapultepec, Miguel Hidalgo, 11000 Mexico City.
- Work arrangement: Hybrid role, requiring 3 days per week in the office.

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.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

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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📌 Product Support Analyst (México)
🏢 Infor
📍 México