Infor is hiring a Senior 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 Senior Technical Support Analyst drives continuous improvement and helps shape product enhancements through direct customer feedback while maintaining alignment with engineering, product, and HR business goals.
A Day in The Life Typically 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:
- 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.
- Knowledge of core HR functional areas-specifically talent acquisition, payroll processing, and benefits administration.
- Experience with SQL scripting and relational database systems for querying, troubleshooting, and data validation in a support or technical capacity.
- Experience with web technologies including HTML, CSS, and JavaScript, with the ability to read, interpret, and debug front-end code to diagnose customer-reported issues.
- 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 conducting virtual sessions or phone interactions including screensharing, 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 database tools such as JackDB.
- 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.
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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 Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
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.
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Infor
Mar 09, 2026