Support Associate Hyderabad

**We help the world run better**

Support Engineer

SAP Labs India seeks a Support Engineer at our Hyderabad office to work in our Support and Cloud Operation Service teams. 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 SalesCloud Commissions customers, consultants and partners.

The Role:
As a Support Engineer your primary responsibilities will be to
- Act as the first point of contact for all Callidus customers, consultants and partners.
- Triage all incoming case requests coming via the web and phone.
- 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.
- Contribute to SalesCloud Community i.e. responding to product forums and posting knowledge-based articles.
- 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.
- 3-5 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.
- Experience in Sales Cloud Commissions (Callidus) is preferable.
- Knowledge on Business Objects 4.x, Crystal/Webi reports is preferable.
- Knowledge on Informatica 10.x, is preferable.
- Understanding of scripting languages like JavaScript, Groovy, Python is preferable
- 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.

**We build breakthroughs together**

**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.

**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.

Requisition ID: 335738 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid