Technical Product Support Analyst (HR Talent)Department: SaaS
Employment Type: Full Time
Location: US-Remote
DescriptionInfor is hiring a Technical Support Analyst to join our growing product support team. This role resolves complex technical issues across web-based platforms and APIs-with a primary focus on Infor HR Talent-leads cross-functional troubleshooting efforts, and delivers high-impact solutions that ensure system reliability, customer satisfaction, and operational continuity. While the core responsibility is technical analysis and support, this role requires a growing understanding of HR Talent product functionality, including talent acquisition, payroll, and benefits administration processes. The Technical Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback-all while maintaining alignment with engineering, product, and HR business goals.
A Typical Day in the Life Includes:- Resolve highly complex, high-impact technical issues related to Infor HR Talent and supporting web-based platforms and APIs, focusing on product functionality, system configuration, integration behavior, and technical environments-often serving as the final escalation point before engineering.
- Conduct in-depth functional and code-level analysis, testing, and debugging to diagnose and resolve customer-reported issues with precision and efficiency, leveraging SQL queries and web development knowledge to investigate root causes.
- Uphold a professional, service-oriented image by delivering clear, proactive communication and reliable solutions that strengthen user confidence.
- Act as the go-to technical expert on critical cases, coordinating cross-functional support efforts with sound judgment, technical leadership, and a focus on minimizing system disruptions.
- Mentor junior team members, fostering a high-performing support culture and driving continuous improvement in team capabilities and customer satisfaction.
- Engage with high-priority customers to deliver fast, accurate solutions using advanced knowledge of APIs, databases, and web technologies-ensuring alignment with SLAs and business requirements.
- Embrace and develop proficiency in LPL (Infor's proprietary language) to support platform-specific configurations, customizations, and issue resolution.
- Develop deep working knowledge of Infor HR Talent's core modules-spanning talent acquisition, payroll, and benefits administration-to effectively triage and resolve issues at the intersection of technical systems and critical HR business processes, ensuring minimal disruption to hiring cycles, pay runs, and employee benefits enrollment.
Basic Qualifications:- Ability to work Monday-Friday 8am-5pm PT
- Experience supporting multiple software product suites and modules within complex technical environments; demonstrated through analytical skills in data analysis, diagnostics, and resolution of diverse, complex technical issues.
- Foundational or growing understanding of core HR functional areas-specifically talent acquisition, payroll processing, and benefits administration-sufficient to understand downstream business impact when technical issues arise, and to communicate meaningfully with HR stakeholders and end users.
- Hands-on experience with SQL scripting and relational database systems for querying, troubleshooting, and data validation in a support or technical capacity; experience with database tools such as JackDB is a plus.
- Working knowledge of web technologies including HTML, CSS, and JavaScript, with the ability to read, interpret, and debug front-end code to diagnose customer-reported issues.
- Demonstrated experience working with REST or SOAP APIs, including reading API documentation, testing endpoints (e.g., via Postman or similar tools), and troubleshooting integration failures.
- Experience delivering efficient, high-impact service to clients under tight deadlines and competing priorities.
- Experience managing escalations and setting clear, realistic expectations with customers.
- Experience conducting virtual sessions or phone interactions including screen-sharing, troubleshooting complex technical issues, and facilitating interactive discussions with customers.
- Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.
Preferred Qualifications:- Bonus: Hands-on experience with cloud infrastructure platforms (e.g., AWS, Azure, or GCP) and an understanding of cloud-hosted application environments.
- Bonus: Familiarity with version control systems (e.g., Git) and agile or ticketing workflows (e.g., Jira, ServiceNow, Zendesk).
- Bonus: Experience with log analysis tools and monitoring platforms (e.g., Splunk, Sumo Logic, Datadog, New Relic), or debugging within browser developer tools.
- Bonus: Exposure to scripting or programming languages beyond JavaScript (e.g., Python, Bash, or similar) to support automation or advanced diagnostic work.
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or equivalent technical training preferred.
- Bonus: Prior experience supporting or working within an HR Talent platform (e.g., Infor HR Talent, Workday HCM, SAP SuccessFactors, Oracle HCM, or similar) with exposure to talent acquisition workflows, payroll configuration or processing, or benefits plan setup or enrollment-bringing the functional context that makes great technical support truly stand out.
Remote (Atlanta, GA and Dallas, TX)
