Product Support Analyst (ERP, API, SaaS)- Mexico Remote

Location: Mexico

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucians AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucians innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

• Provide in-depth support for ERP and SIS applications, covering both functional and technical areas.
• Troubleshoot and resolve client issues across ERP domains such as finance & accounting, HR, procurement, CRM, and business intelligence.
• Support SIS modules that enable student success, including student records, academic management, registration, grading, financial aid, student accounts, advising, faculty/staff management, compliance reporting, and self-service portals.
• Manage client support cases using , documenting issues, ensuring smooth progression through the case journey, and following through to resolution.
• Collaborate with clients via video calls, interactive sessions, and written communications to diagnose problem areas and provide guidance.
• Partner with cross-functional internal teams to share insights, identify trends, and improve the support process.
• Participate in a team rotation schedule to provide 24/7 support coverage for global clients.

• 2-4 years of experience supporting ERP and/or SIS solutions in on-prem and SaaS environments.
• Strong analytical and troubleshooting skills for functional and technical issues across ERP and/or SIS modules.
• Excellent communication skills—able to guide clients through complex issues with clarity and patience.
• Hands-on experience with (or similar ticketing systems) and an understanding of the full case lifecycle.
• Hands-on experience working with Linux environments, including checking system resources, and performing basic network/connectivity troubleshooting.
• Working knowledge of Windows Server environments, including user management and basic IIS administration and troubleshooting.
• Good understanding of REST APIs , troubleshooting API requests and responses using tools such as Postman or curl.
• Ability to write and interpret SQL queries for troubleshooting and data investigation.
• Working knowledge of relational database concepts and experience interacting with database systems.
• Good understanding of networking fundamentals, including DNS, IP addressing, ports, SSL/TLS, firewalls, and basic connectivity troubleshooting.
• Basic understanding of cloud technologies and SaaS environments, including concepts such as virtual machines, cloud networking, storage, identity/access, and load balancing.

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance 
  • Professional development opportunities
  • LinkedIn Learning

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Responsibilities

• Provide in-depth support for ERP and SIS applications, covering both functional and technical areas.
• Troubleshoot and resolve client issues across ERP domains such as finance & accounting, HR, procurement, CRM, and business intelligence.
• Support SIS modules that enable student success, including student records, academic management, registration, grading, financial aid, student accounts, advising, faculty/staff management, compliance reporting, and self-service portals.
• Manage client support cases using , documenting issues, ensuring smooth progression through the case journey, and following through to resolution.
• Collaborate with clients via video calls, interactive sessions, and written communications to diagnose problem areas and provide guidance.
• Partner with cross-functional internal teams to share insights, identify trends, and improve the support process.
• Participate in a team rotation schedule to provide 24/7 support coverage for global clients.

• 2-4 years of experience supporting ERP and/or SIS solutions in on-prem and SaaS environments.
• Strong analytical and troubleshooting skills for functional and technical issues across ERP and/or SIS modules.
• Excellent communication skills—able to guide clients through complex issues with clarity and patience.
• Hands-on experience with (or similar ticketing systems) and an understanding of the full case lifecycle.
• Hands-on experience working with Linux environments, including checking system resources, and performing basic network/connectivity troubleshooting.
• Working knowledge of Windows Server environments, including user management and basic IIS administration and troubleshooting.
• Good understanding of REST APIs , troubleshooting API requests and responses using tools such as Postman or curl.
• Ability to write and interpret SQL queries for troubleshooting and data investigation.
• Working knowledge of relational database concepts and experience interacting with database systems.
• Good understanding of networking fundamentals, including DNS, IP addressing, ports, SSL/TLS, firewalls, and basic connectivity troubleshooting.
• Basic understanding of cloud technologies and SaaS environments, including concepts such as virtual machines, cloud networking, storage, identity/access, and load balancing.

Qualifications

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance 
  • Professional development opportunities
  • LinkedIn Learning

## LI-RB1 

## LI-Remote