{"id":3251017,"url":"https://alion.io/job/infor-technical-support-analyst-2","title":"Technical Support Analyst","company":{"id":1808,"name":"Infor","domain":"infor.com","url":"https://alion.io/company/infor","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0.2,"time_to_fill_p50_days":9,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-24T21:26:15Z","employer_posted_date":"2026-10-24","last_verified_at":"2026-10-27T04:07:07Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Infor is seeking a Technical Support Analyst who is passionate about delivering exceptional customer experiences and solving complex technical challenges. As a valued member of our Global Support team, you will play a critical role in troubleshooting and resolving issues, supporting mission-critical business applications, and helping customers maximize the value of their Infor solutions. This role offers the opportunity to work in a collaborative, fast-paced environment while developing deep product and technical expertise.\nA Typical Day in the Life Includes:\nProvide timely and accurate technical support to Infor customers via phone, email, and web channels. \nDiagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions. \nCollaborate with internal teams-including R&D, Cloud Operations, and Product Management-to drive resolution of customer-reported issues. \nManage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets. \nCreate and maintain internal knowledgebase articles, FAQs, and technical documentation. \nAct as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements. \nParticipate in product training and continuous learning to stay current with Infor technologies and industry trends. \nBasic Qualifications:\nAcademic Background in Engineering, Computer Science, Telematics, Artificial Intelligence (AI), or a related technical discipline.\nExperience providing technical support, application support, or helpdesk services, with direct customer interaction and customer service orientation.\nWorking knowledge of APIs, including troubleshooting and integration concepts.\nExperience with SQL, database querying, and log analysis to diagnose and resolve technical issues.\nAnalytical and problem-solving skills, with the ability to investigate complex issues and identify effective solutions.\nAbility to work on-site three days per week as part of a hybrid work model.\nLegal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship now or in the future.\nPreferred Qualifications:\nBasic understanding of AI concepts.\nExperience with Cloud / Saas / ERP, or enterprise software.\nLocation: Montes Urales 505, Lomas de Chapultepec, 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