Product Support Analyst, Senior

General information

Country United States State Georgia City Atlanta Job ID 47886 Department Customer Support Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid

Description & Requirements

Infor is hiring a Senior Product Support Analyst to join our Financials & Supply Management (FSM) team. This role resolves complex technical issues across financial and accounting platforms, lead cross-functional troubleshooting efforts, and delivers efficient, high-impact solutions that elevate the customer experience. The Senior Product Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback—all while ensuring system reliability and alignment with business goals.
A Day in The Life Typically 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 escal