Associate Solution Support Engineer

7 days ago

Hyderabad, Telangana, India SAP Full time

Bring out your bestSAP 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.

Summary:
SAP Labs India seeks a Support Engineer at our Hyderabad office to work in our Product Support team.

Support Engineers will work closely with the customers and consultants to fully understand the problems to be solved for rapid resolution.

This position combines technical acumen with refined analysis skills to deliver the highest level of problem resolution to Success factors Incentive Management for our customers, consultants and partners.


The Role:
As a Support Engineer your primary responsibilities will be to
  • Act as the first point of contact to handle all queries coming from customers, consultants and partners.
  • Triage all incoming case requests coming via the web and chat.
  • Provide phone and chat support to customers, consultants and partners on the usage of our products and layered components, such as data transformation tools and report writing tools.
  • Send first response for all incoming cases verifying the severity, next steps, ETA for next communication.
  • Research, analyze and troubleshoot to diagnose and resolve technical problems.
  • Provide phone assistance to customers who call in for update or escalation on their cases.
  • Proactively communicate client status, concerns and issues to appropriate management team.
  • Develop and maintain effective relationships with internal and external customers.
  • Update Support case tracking system to provide accurate and current documentation of issues.
  • Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
  • Position involves variable hours which will include morning shifts, general shift, afternoon shift, evening shifts, weekends, and holidays.

Role Requirement:

  • Major- BE/B-Tech (or equivalent) in any discipline.
  • 4-5 years of experience in a customer support environment, SaaS experience a plus.
  • Experience in Relational Database (such as Oracle or HANA), building complex queries.
  • Experience with Linux and Windows operating systems.
  • Should be knowledgeable on Tomcat/Weblogic.
  • Should be knowledgeable on SSO/SAML integration.
  • Knowledge on Business Objects Vivo 4.3, Crystal 2020 /WebI reports is preferable.
  • Knowledge on Informatica & Connect Enterprise,
  • Knowledge / experience in handling Database issues (SQL, Oracle, HANA)
  • Excellent organizational, customer relationship, verbal and written communication skills.
  • Highly dependable and professional.
  • Excellent problem solving and listening skills.
Highly motivated, self-starter & positive attitude.​

Bring out your bestSAP 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 inclusionSAP'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:

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: 395347

| Work Area:
Customer Service and Support

| Expected Travel: 0 - 10%

| Career Status:
Graduate

| Employment Type:
Regular Full Time

| Additional Locations:

#LI-Hybrid.​

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