Job Description

Product Support Analyst

Department: SaaS

Employment Type: Full Time

Location: US-Remote

A Typical Day in the Life Includes:

• Resolve highly complex, high-impact issues related to Talent Acquisition systems (e.g., Infor HR Talent), 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 talent acquisition 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 multiple product suites and modules, with underlying technical environments; demonstrated through analytical skills in data analysis, research, diagnostics, and resolution of diverse, complex technical issues.
• Experience supporting Human Resources Software (Benefits, Payroll, Talent Acquisition) processes and systems in a technical capacity (e.g., configuration, troubleshooting, or integration support).
• Technical experience in Java, JavaScript, SQL scripting, database systems, web applications, and cloud infrastructure.
• Experience delivering efficient, high-impact service to clients under tight deadlines.
• Experience managing escalations and setting clear, realistic expectations with customers.
• 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 HR Talent (or other Talent Acquisition software suites such as Workday, SAP SuccessFactors, Oracle HCM, or iCIMS).
• Bonus: Hands-on experience with computer programming or application coding (e.g., Java, JavaScript, SQL, or scripting).
• Bonus: Experience working with APIs and integrations, particularly with major job boards and platforms such as LinkedIn, Indeed, and similar recruiting services.
• Bachelor’s degree in Business, Computer Science, or equivalent technical training preferred.