Back to jobs
Job Description
Product Support Analyst, Senior
Department: Customer Support
Employment Type: Full Time
Location: São Paulo
Description
Infor is looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with a strong interest in developing deep functional expertise in enterprise software systems.
As a trusted advisor to our customers, you will take ownership of complex support cases, collaborate closely with cross-functional teams, and contribute to continuous service improvements. You will support a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.
In this role, you will also participate in a structured development journey, where we provide mentorship, coaching, and formal training to help you build expertise in Infor LN. This includes developing strong functional capabilities in finance and accounting processes, enabling you to evolve into a functional consultant supporting customers in optimizing their business operations through our solutions.
In this role, you will also participate in a structured development journey, where we provide mentorship, coaching, and formal training to help you build expertise in Infor LN. This includes developing strong functional capabilities in finance and accounting processes, enabling you to evolve into a functional consultant supporting customers in optimizing their business operations through our solutions.
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:
- Academic background in Accounting, Finance, or a related field.
- Previous experience working within a finance or accounting function, utilizing Finance/Accounting ERP systems as an end user in day-to-day operations.
- Experience troubleshooting across applications, databases, and integration layers.
- Customer engagement experience.
- Experience working in a fast-paced, global environment with cross-functional teams.
Preferred Qualifications:
- Experience with ERP, HCM, SCM, or industry-specific software is preferred.
- Experience supporting SaaS/cloud-based solutions is preferred.
- ITIL certification or background in service management processes is preferred.
- Experience with SQL and familiarity with APIs, XML, and scripting languages is a plus.