Development Support Engineer

Founded in 2002, Infor is a global leader in business cloud software products for companies in industry specific markets. They build 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.

Infor OS is a cloud operating platform that seamlessly connects services(Infor built OR third party) to provide a robust technology framework that serves as the foundation of innovation for the entire business ecosystem.

Job responsibilities included

Practice sustainable user support, incident response, and blameless postmortems.

Build process or troubleshooting documentation in the Infor support knowledge base.

Troubleshooting Production Multi-Tenant, Single-Tenant, and On-Premise customer environments on large-scale distributed systems.

Full analysis of client databases(JackDB & MYSQL) in order to find user related reported incidents.

Collect information and document bugs with Engineering for product issues that are impacting customers.

Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.

Server as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.

Analyze incidents through Infrastructure monitoring, log analytics, monitor continuous CI/CID pipelines, cloud security monitoring/analytics through Sumo Logic.

Configurating and resolving web API technologies: SOAP, REST, JSON,XML to integrate third party applications with Infor OS's ION API feature.

Visualization and analysis of large data sets to find issue trends.

Identify possible issues and Assist Solutions Consultants with application project management.

Take ownership of incident escalations and provide Development with precise documentation of customer environment, bug, log reports, stack trace reports and browser console logs.

High understanding of authorization protocols (OAuth 2.0) and federated identities.

Rotating on-call (Pager Duties) service to provide customers with 24/7 production support.

JAVA - To better understand Stack Trace, I had to brush up on my Java skills. Part of this was learned from examining countless stack trace and partially due to self-study from sources, such as educative.io and hackr.io.

Sumo Logic - Used almost exclusivly everyday and found it to be my best friend when searching for tenant logs and user generated errors.

REST API - Had little to no experience with this API until working at Infor. Being that over a third of the incidents that I take were related to the Code-on-demand feature in ION API, I had to learn on the fly quickly.

More info is available if you email me @

younchoi7@gmail.com