Job Description
Product Support Analyst, Associate
Department: Customer Support
Employment Type: Full Time
Location: Hyderabad
The Opportunity: Are you fascinated by how global supply chains, manufacturing floors, and financial systems connect in the cloud? We are looking for an analytical and customer-focused Associate Support Engineer to join our Global Support Center in Hyderabad.
In this role, you will be the first line of defence for our flagship Infor Enterprise CloudSuites. This isn't your standard IT troubleshooting job. You will develop a highly sought-after "Techno-Functional" skillset. This means you won't just look at code and APIs; you will understand the business processes behind them. You will learn how a manufacturing delay impacts a financial ledger, and how to troubleshoot the cloud architecture, Business Object Documents (BODs) , Business Data Entities (BDEs), and APIs (REST, Micro services) that tie it all together.
You will get hands-on experience with modern cloud platforms while developing world-class enterprise communication skills, supporting global IT administrators and business leaders.
A Typical Day in the Life Includes:
Dual-Mindset Problem Solving: You can zoom out to understand the business impact (the "Functional") and zoom in to read the error logs (the "Technical").
- Techno-Functional Troubleshooting: Act as the primary technical point of contact for global enterprise customers experiencing issues within Infor Enterprise CloudSuite modules, including Planning, Manufacturing, Warehousing, Sales, Purchasing, Inventory, and Finance.
- Integration Diagnostics: Investigate data sync failures and API/BOD/BDE payload errors between the core ERP and specialty edge solutions like PLM (Product Lifecycle Management), Localized Services (Local.ly Services), Supplier Exchange, and Factory Track/Barcode systems.
- Platform Technology Mastery: Learn and support the underlying Infor platform components, including troubleshooting Business Intelligence (BI) dashboards and the Data Fabric layer that connects the ecosystem.
- Process Mining / Gen AI/ RPA/ IDP Automation Diagnostics:Learn and support the underlying Technological platform components.
- Log Analysis: Read and interpret cloud infrastructure logs, application error traces, and JSON/XML payloads to isolate whether an issue is a functional configuration error or a technical backend failure.
- Clear Communication: Translate complex techno-functional findings into clear, concise, and empathetic updates for customers (ranging from Warehouse Managers to IT Directors) in global English.
- Cross-Functional Collaboration: Package heavily researched, well-documented tickets to escalate complex bugs or cloud infrastructure issues to our CloudOps and Core Engineering teams.
Basic Qualifications:
Education & Experience:
- B.Tech / B.E. in CSE/IT/ECE/ EEE/ Industrial/Production Engineering or B.S. in Electronics (Recent graduates or 1-2 years of experience).
Technical & Functional Foundations:
- Business Acumen: A basic conceptual understanding of business operations (e.g., what a Supply Chain is, basic manufacturing flows, or foundational accounting) is a massive advantage.
- The Web & APIs: Solid understanding of how systems communicate (HTTP/HTTPS, REST/SOAP APIs, JSON, XML).
- Database Basics: Ability to write and understand SQL queries to search, filter, and trace data discrepancies.
- Cloud Concepts: Basic knowledge of Cloud platforms and SaaS architecture.
Preferred Qualifications:
Preferred skills and experience:
- Platform & Programming: AI/ML, RPA, Python language understanding and its application.
- Bonus points for relevant internships/projects in ERP systems/ Integrations
Core Competencies (The "Soft" Skills):
- Global Communication: Excellent written and verbal English skills. You can explain a technical problem without using confusing jargon.
- Adaptability: Willingness to work in a dynamic 24x7 environment, including rotating shifts (Morning, Afternoon, or Night) to support our global customer base.
- Dual-Mindset Problem Solving: You can zoom out to understand the business impact (the "Functional") and zoom in to read the error logs (the "Technical").
