Associate Solution Support Engineer
7 days ago
Unleash your potential
SAP plays a vital role in allowing hundreds of thousands of customers across the globe to collaborate more effectively and leverage business insights more efficiently. While initially recognized for its expertise in enterprise resource planning (ERP) software, SAP has transformed into a prominent figure in comprehensive business application software and associated services for database, analytics, intelligent technologies, and experience management. With a massive user base of two hundred million and over one hundred thousand employees worldwide, SAP operates as a cloud company with a clear sense of purpose, a futuristic outlook, a deeply collaborative team spirit, and a strong dedication to individual growth. Whether it's bridging global industries, individuals, or platforms, we strive to offer precise solutions to every challenge. At SAP, you have the opportunity to unlock your full potential.
Position Overview:
SAP Labs India is in search of a Support Engineer to join our Hyderabad office and contribute to our Product Support team. Support Engineers will collaborate closely with customers and consultants to thoroughly comprehend and rapidly resolve the issues at hand. This role demands a blend of technical proficiency with advanced analytical skills to provide top-notch solutions for SuccessFactors Incentive Management, catering to our customers, consultants, and partners.
Responsibilities:
- Serve as the initial point of contact to address inquiries from customers, consultants, and partners.
- Prioritize all incoming case requests received via the web and chat channels.
- Deliver phone and chat support to aid customers, consultants, and partners in navigating our products and associated components like data transformation tools and report writing tools.
- Issue the first response for all incoming cases, confirming severity levels, outlining next steps, and estimating the time for subsequent communication.
- Conduct research, analysis, and troubleshooting to identify and resolve technical issues.
- Offer phone support to customers requiring updates or escalations on their cases.
- Effectively communicate client statuses, concerns, and problems to the relevant management team.
- Cultivate and uphold strong relationships with both internal and external customers.
- Update the Support case tracking system to maintain accurate and up-to-date documentation of issues.
- Collaborate with Quality Assurance and Engineering teams to provide support in detecting, reporting, and addressing product defects.
- This role may entail flexible hours, including morning, general, afternoon, and evening shifts as well as weekends and holidays.
Qualifications:
- Education: Bachelor of Engineering or Bachelor of Technology (or equivalent) in any discipline.
- Experience: 0-3 years in a customer support environment, with SaaS experience considered a bonus.
- Proficiency in Relational Databases (e.g., Oracle or HANA) and constructing complex queries.
- Familiarity with Linux and Windows operating systems.
- Competence in Tomcat/Weblogic and SSO/SAML integration.
- Knowledge of Business Objects Vivo 4.3, Crystal 2020/WebI reports is advantageous.
- Understanding of Informatica & Connect Enterprise.
- Experience in addressing Database issues (SQL, Oracle, HANA).
- Strong organizational skills, customer relations capabilities, and verbal and written communication proficiency.
- Dependable, professional, with excellent problem-solving and listening skills.
- Self-motivated, proactive, and possessing a positive attitude.
Leverage Diversity for Success
SAP's inclusive culture, emphasis on well-being, and flexible work arrangements ensure that every individual, irrespective of background, feels valued and can perform at their peak. At SAP, we believe our organization is enriched by the unique skills and attributes each individual brings, and we invest in our workforce to instill confidence and assist everyone in reaching their full potential. We champion the unlocking of all talents to foster a fairer and more just world.
SAP is proud to maintain an equal opportunity workplace and serves as an affirmative action employer. We uphold the principles of Equal Employment Opportunity and offer accessibility support to candidates with physical and/or mental disabilities. If you wish to apply for a position at SAP and require accommodation or special aid to navigate our portal or complete your application, please reach out to the Recruiting Operations Team.
Equal Opportunity Employer
Qualified candidates will be considered for employment without regard to age, race, religion, nationality, ethnicity, gender (including pregnancy and childbirth), sexual orientation, gender identity or expression, status as a protected veteran, or disability.
Selected applicants may undergo a background check conducted by an external agency.
Requisition ID: | 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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