Support Software Engineer, Senior

We are seeking a highly skilled and motivated Development Support Evangelist to join our Technical Support Operations and Development Support Group.

At Infor EPM we work with a structured, process-oriented approach to managing customer issues, including triaging, prioritizing, and escalating incidents in a way that ensures traceability and efficient communication - always focusing on optimizing the flow of information and maintaining a high standard of service, which aligns with our goal of efficient triaging and customer feedback mechanisms.

This role goes beyond traditional testing, focusing on prequalifying issues and assistance requests from customers and internal field teams. With your experience as a Quality Assurance Analyst, you will play a crucial role in analyzing complex cases, ranging from defect reports to product inquiries, and transforming them into actionable insights for our development organization. This position demands an individual with a keen attention to detail, a deep curiosity for problem-solving, and a passion for mastering product knowledge across complex, interconnected cloud systems.

Essential Duties
* Collaborate with cross-functional teams to elevate the development support triaging process, ensuring efficient handover of well-documented cases to the development team.
* Thoroughly analyze and review support tickets, ensuring completeness and clarity using Atlassian JIRA.
* Investigate and identify root causes of issues across multi-layered cloud environments, including ERP systems, data lakes, and Infor EPM solutions.
* Develop a comprehensive understanding of end-to-end data flows and dependencies between various cloud components.
* Offer solutions or workarounds for identified issues, and when necessary, pinpoint specific, reproducible problems within connected products.
* Continuously build and expand product knowledge through real-world usage scenarios, customer project interactions, and consulting partner collaborations.
* Provide support for presales requests and assist in formulating responses to technical inquiries.
* Create and maintain comprehensive documentation and detailed reports for transparent task follow-ups and traceability using tools like Confluence Wiki.
* Demonstrate exceptional communication skills to proactively engage with stakeholders and keep them informed of progress and resolutions.
* Contribute to the design of a learning curriculum to onboard new team members efficiently.

Basic Qualifications
* Bachelor's degree in Computer Science, Information Systems, or a related field.
* Strong technical expertise in relational databases, SQL, and data transformation/modeling flows.
* Proficient in using Microsoft Office Suite, Atlassian JIRA, and Confluence Wiki.
* Fluent in English, with outstanding verbal and written communication skills.
* Demonstrated ability to learn quickly and work independently with minimal supervision.
* Exceptional organizational skills and a structured approach to problem-solving.
* Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
* Excellent communication and teamwork skills.
* 3 days working from the office.

Preferred Qualifications
* Prior experience in Quality Assurance or Technical Support roles, with a focus on complex cloud solutions.
* Knowledge of business processes in finance, planning, accounting, budgeting, and consolidation solutions.
* A proactive mindset and the ability to communicate effectively across different teams and stakeholders.
* Experience with presales technical support or customer-facing roles.
* Willingness to join calls during late office hours to overlap with the US team.
* Familiarity with Amazon EC2 and web security standards

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called [1] Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on 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.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read [2] here.


References

Visible links
1. https://www.kochind.com/about/business-philosophy
2. https://www.infor.com/about/privacy