General information

Mexico City
Global Support
Job ID

Description & Requirements

The Technical Support Analyst is responsible for providing world-class technical support for the Workforce Management application 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.
  • Deploy and configure middleware infrastructure such as Apache, WebLogic, and WebSphere as well as RDBMS systems such as PostgreSQL, Aurora, Oracle, and SQL Server to replicate customer issues as needed.
  • Support entire product including Time & Attendance, Scheduling and Cognos and wide variety of issues ranging from application 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 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 with flexible hours.

Basic Qualifications: 

  • Will consider an incumbent with other education with the aptitude to learn.
  • Technical skills: Java, Groovy, SQL, Java Script.
  • Proficiency with SQL and an understanding of relational database systems.
  • English and Spanish communication skills.
  • Exposure to object-oriented programming.
  • Aptitude to learn quickly and independently.
  • Team player with communication, organizational, analytical, and problem-solving skills.

Preferred Qualifications: 

  • Preferred University/College graduate with degree in Computer Science, Engineering, or relevant software/computer related fields or equivalent work experience.
  • Working knowledge of middleware infrastructure such as Wildfly, Apache, WebLogic and WebSphere, AWS, Aurora, PostgreSQL, Cognos.
  • Eclipse IDE, setup, and remote debugged java code as necessary.
  • Advanced SQL.
  • Organizational and problem-solving skills.

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

At Infor we value your privacy that’s why we created a policy that you can read here.

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.