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Solution Support Engineer

1 month ago

Bangalore, India SAP Full time

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

The Technical Support (TS) – Procurement team supports SAP Ariba within the Customer Support organization.
We are looking for a person who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.
 

What you will do:

Operational Responsibilities 
 •    Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba.
•    Enable customers to implement and operate their SAP solutions efficiently. 
•    Collaborate closely with other SAP Lines of Business (LOBs), working on a swarming mode to ensure great customer service. 
•    Perform the root cause analysis of reported incidents. 
•    Participate in global projects around support processes, infrastructure requirements and quality assurance. 
•    Provide consulting for customers on procedural issues and queries. 
•    Adheres to Key Performance Indicators (KPIs), especially responsiveness Service Level Agreements (SLAs) and Productivity goals. 
•    Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions. 
•    Maintain personal broad knowledge of Product area and deep component expertise. 
•    Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat) and any other channel we release for our customers. 
•    Provide weekend and evening shifts as scheduled when necessary.
•    Maintains and follows personal development plan by leveraging formal training and knowledge plans.  
•    Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge.
•    Familiarize yourself and act in accordance with SAP Support Strategy and Culture.
•    Handle escalated customer issues in team environments (swarming) and through individual-driven actions (such as incident solving or real-time support), in cooperation with experienced support engineers if necessary.

Proactive Support and Innovation Activities 
•    Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
•    Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles).
•    Test internal systems to prevent future issues on customers' systems.
•    Support and participate in innovation projects aimed at achieving our Vision and Goals.
•    Show an ability to adapt to changes and a flexible approach to working with different teams.
•    Demonstrate excellent customer focus and communication skills internally and externally.
•    Be self-motivated and team oriented with a can-do attitude.
•    Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
•    Develop Product specialization in at least one Product area.
•    Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE) 
 

What you bring:

•    Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
•    Experience in Support, Consulting, Software Development, IT, or Quality Assurance.
•    Solid experience in a previous customer service role providing technical support

SKILLS AND COMPETENCIES
•    Degree in Information Technology/Computer Science or similar areas.
•    Ability to effectively handle difficult and challenging customer interactions.
•    Ability to manage multiple tasks and projects with changing priorities.
•    Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus.
•    Programming knowledge (Java, C++, ABAP/4, etc.) is desirable.
•    Looking for candidates with 3-5 years of experience in the specified areas.
•    Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds.
•    Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction. 
•    Proven ability to manage multiple tasks or projects with changing priorities.
•    Ability to thrive in a fast-paced environment and to work cross-culturally. 
•    Experience with one or more of the following: 
o    Analyzing logs based on error codes
o    Reading Java and object-oriented programming
o    Reading JSON (JavaScript Object Notation)
o    XML, including SOAP and HTML
o    Fiddler and/or Soap UI applications
o    Troubleshooting and debugging common web-browsers
o    HTTP and security
 

Meet your team
The Technical Support (TS) – Procurement team supports the SAP Ariba within the Customer Support organization. The SAP Ariba team provides global support for customers across the suite of procurement solutions within the categories of Procure to Order, Source to Contract, Supplier Management, and Cloud Integration. The Procurement Apps Support services ensure customers benefit from the deep Product expertise within the team and cross-functional collaboration throughout their support experience.  

#SolutionSupportEngT2

 

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 401986  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.