Technical Product Support Analyst, Senior (Finance)Department: SaaS
Employment Type: Full Time
Location: US-Remote
DescriptionThis role resolves complex technical issues across financial and accounting platforms, leads 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 Typical Day in the Life 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 in object-oriented programming using C++ or C#.
- Experience managing escalations and setting clear, realistic expectations with customers.
- Technical experience in SQL scripting, database systems, and web applications.
- 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 Infor FSM.
- Bonus: Hands-on experience with Infor Landmark Pattern Language (LPL).
- Bachelor's degree in Finance, Accounting, or Computer Science preferred.
Remote (Atlanta, GA and Dallas, TX)
