[Remote] Technical Product Support Analyst, Senior (Finance)
Note: The job is a remote job and is open to candidates in USA. 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.
Responsibilities
- 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
Skills
- 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 in object-oriented programming using C++ or C#
- 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)
- Bachelor's degree in Finance, Accounting, or Computer Science preferred
Benefits
- Fully remote
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