Support Software Engineer, SeniorDepartment: Customer Support
Employment Type: Full Time
Location: Atlanta
DescriptionSenior Support Software Engineer bridging Support and Development for Infor CloudSuite Distribution. Resolves complex ERP issues, analyzes Progress/OpenEdge and PostgreSQL 17 data, writes Q&D fixes, and improves product quality, customer outcomes, and escalation speed.
A Typical Day in the Life Includes:- Investigate complex customer issues involving Infor CloudSuite Distribution, including ERP workflows, application behavior, data conditions, integrations, environments, and technical defects.
- Analyze Progress/OpenEdge code, PostgreSQL 17 data, SQL queries, logs, traces, and customer scenarios to identify root cause and recommend corrective action.
- Write Q&D programs, data fixes, scripts, utilities, or technical workarounds to resolve customer-impacting issues safely and effectively.
- Troubleshoot end-to-end ERP flows, including master data, transactions, jobs/batches, roles/security, reporting, integrations, and environment-specific behavior.
- Collaborate with Support, Development, Cloud Operations, DBAs, QA, and Product teams to validate defects, isolate bad data patterns, identify performance symptoms, and drive timely resolution.
- Translate customer-reported issues into actionable technical details for Development, including reproducible steps, logs, payload examples, data analysis, and business impact.
- Document findings, customer updates, case progress, stakeholder summaries, and knowledge content to improve support effectiveness and product quality.
Basic Qualifications:- Experience supporting or developing enterprise ERP, distribution, supply chain, warehouse, inventory, order management, or financial applications.
- Experience with Progress/OpenEdge, including database concepts, code analysis, procedures, troubleshooting, and Q&D/data-fix development.
- Experience with PostgreSQL 17 or similar relational database platforms, including SQL troubleshooting, query review, data analysis, and performance symptom identification.
- Experience troubleshooting ERP concepts such as master data, transactions, jobs/batches, roles/security, environments, and end-to-end business flows.
- Experience troubleshooting integrations, including APIs, tokens, OAuth keys, JSON/XML payloads, connection points, BODs, event messaging, or interface failures.
- Experience with log analysis skills, including application logs, integration logs, report history, timestamps, PIDs, hosts, and cross-system correlation.
- Experience communicating technical findings clearly through case documentation, customer updates, stakeholder summaries, and Development-ready defect details.
- Ability to work on-site three days per week as part of a hybrid work model.
- Legal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship.
Preferred Qualifications:- Infor CloudSuite Distribution, SX.e, or similar distribution ERP platforms.
- Experience with Java-based enterprise applications.
- Experience with Windows and remote administration, including RDP, Windows services, Event Viewer, and print queues.
- Experience with networking fundamentals, including DNS, certificates, firewall request basics, connectivity issues, and environment access troubleshooting.
- Experience with warehouse logistics, inventory management, order entry, pricing, costing, finance, reporting, or supply chain automation.
- Any combination of experience with ServiceNow, Jira, DBAs, Cloud Operations, QA validation, production support, or Agile development teams.
- Experience creating knowledge articles, technical documentation, support enablement materials, or recurring issue analysis.
Hybrid Role: 3 days in-office (Mexico City, MX)
