Support Software Engineer, Senior

Position Summary

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

• Bachelors 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