General information

Country
Mexico
City
Mexico City
Department
Global Support
Job ID
34763

Description & Requirements

Reporting to the Support Manager, the Support Analyst is responsible for providing world-class technical support for the Infor DataLake/Data Fabric platform which is part of Infor OS core platform to Infor’s enterprise clients. The Support Analyst must be able to multi-task and prioritize workload to meet individual and team objectives. The incumbent will investigate software defects reported by customers and collaborate with R&D and Services as appropriate to deliver timely solutions. This position for who thrive in a fast-paced environment and are looking to grow a rewarding career within Product Support. This position offers the exciting opportunity to utilize your strong technical and problem-solving skills combined with the extensive product training and job coaching to help the Fortune 500 companies with their challenging issues that are critical to their daily operations.


A Day in The Life Typically Includes:

  • Use analytical and problem-solving skills to efficiently investigate and resolve customer issues reported though a ticketing system.
  • Support entire product Infor DataLake, DataFabric, Data Streaming platform with wide variety of issues ranging from platform issues, installation/configuration, and performance-related issues.
  • Work closely with R&D, Product Management and Services team on software defects, enhancement requests and consulting issues respectively
  • Meet or exceed all departmental goals including response times, customer satisfaction levels and knowledgebase contributions.
  • Utilize excellent communication skills to diffuse heightened end-user sensitivity and interact with multiple levels of the Customer's organization.
  • Ability to work on call on a rotational basis.


Basic Qualifications

  • Experience working in Computer Science.
  • Proven experience in a customer facing role, Technical Product Support, Consulting or similar.
  • Ability to work complex and multi-layered issues in a time-sensitive manner.
  • Detailed and strong skills in log file analysis and technical troubleshooting skills.


Preferred Qualifications

  • Experience working and/or familiar with SUMO / Splunk for log and error code analysis.
  • Understand general and fundamentals concepts of Data Lake Platform.
  • Working experience and/or Knowledge of AWS Cloud a plus.
  • Ability to effectively analyze and evaluate query data set results to identify data related issues, Excel or similar.
  • Familiarity with JSON, ND-JSON, DSV, CSV file format types and file encoding.
  • Experience with ETL concepts / Data Analytics / Data Warehouse concepts and use-cases a plus.
  • Working experience and/or familiar with install/upgrade/configuration processes to support Data Lake hybrid related integrations.


Location:  Mexico City, Mexico

About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion. 

For more information visit www.infor.com.

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (PBM™). Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 


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