Infor

We are looking for a talented technical support analyst who is skilled in capturing, communicating and owning what is most important in cloud enablement of business applications that helps in the automation of infrastructure and tenant provisioning. The technical support analyst in this position should have the ability to analyze reported issues, identify low-level technical details, and engage with the users and development team to get the issues resolved. The resource should have good exposure to technologies used for web-based applications, integrations, cloud solutions, and should be able to work well both in a team environment and independently.

We are not talking about first-level technical support in this role.  Most of our users are internal to the company and they have years of experience using the product, so most of the issues reported to support require an in-depth understanding of the product.  Above anything else, we are seeking someone who has very strong problem-solving skills.

Education & Work Experience:

• Bachelors or masters degree in computer science or information technology, or a closely-related field.
• Having 2-6 years of work experience as a technical support analyst.

Responsibilities:

• Experience with all phases of SDLC.
• Monitor and analyze support issues and gather the low-level details.
• Engage with the users to troubleshoot reported issues.
• Engage with the development team on user-reported issues and keep customers up to date on the issue status.
• Should interact effectively within the team and other integrated product development teams.
• Stay up to date with new product features and their technical details.
• Prepare knowledge base articles for frequently reported issues.

Required Skill Sets:

• Exposure to full-stack application development technologies.
• Hands on experience with Web Services, HTML, XML, and JSON, REST.
• You should be able to construct SQL queries where you join multiple tables, select certain fields, and extract certain rows based on multiple criteria.
• Exposure to AWS technologies is an advantage.
• Hands-on experience with logging solutions like SumoLogic, Splunk, or Logstash.

• ·       Understanding of defect tracking systems and change control procedures.  Jira is preferred, but other experience with issue tracking systems is acceptable.
• ·       Monitor and analyze support issues and gather the low-level details.
• ·       Engage with the users to troubleshoot reported issues.
• ·       Engage with the development team on user-reported issues and keep customers up to date on the issue status.
• ·       Should interact effectively within the team and other integrated product development teams.
• ·       Stay up to date with new product features and their technical details.
• ·       Prepare knowledge base articles for frequently reported issues.
• ·       Excellent writing and communication skills.
• ·       Extensive experience supporting Windows-based software applications
• ·       Some experience with Linux is helpful, but not required.
• Be able to work well as part of a team, but also be able to work without much supervision.