Technical Product Support Analyst, Senior

Department: SaaS

Employment Type: Full Time

Location: Atlanta

Description

A Typical Day in the Life Includes:

• 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.

Basic Qualifications:

• 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 delivering efficient, high-impact service to clients under tight deadlines.
• 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.

Preferred Qualifications:

• Bonus: Hands-on experience with Infor FSM.
• Bonus: Hands-on experience with Infor Landmark Pattern Language (LPL).
• Bonus: Hands-on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting).
• Bachelor’s degree in Finance, Accounting, or Computer Science preferred.