Product Support Analyst, Senior

About the role

Product Support Analyst, Senior Department: SaaS Employment Type: Full Time Location: Remote Description Infor are looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep functional and technical understanding of enterprise software systems. As a trusted advisor to our customers, you will take ownership of complex support cases, work closely with cross-functional teams, and contribute to continuous service improvements. You’ll be supporting a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.  A Typical Day in the Life Includes: Be a subject matter expert on assigned Infor applications and modules.  Analyze, diagnose, and resolve complex product issues in a timely and efficient manner.  Be the primary point of escalation for critical incidents.  Collaborate with product management and engineering to prioritize defect resolutions and product enhancements. Mentor and guide junior analysts to develop technical and customer service skills. Document solutions and best practices in the knowledge base to drive case deflection and customer empowerment.  Partner with customers to ensure a positive support experience, owning cases from inception through resolution.  Contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality.  Basic Qualifications: Experience in enterprise software support, consulting, or related field. Experience troubleshooting across application, database, and integration layers. Experience with ERP, HCM, SCM, or industry-specific software is preferred.  Experience with SQL and familiarity with APIs, XML, and scripting languages is a plus.  Customer engagement experience.  Experience working in a fast-paced, global environment with cross-functional teams. Preferred Qualifications: Experience supporting SaaS/cloud-based solutions.  ITIL certification or background in service management processes.