Support Engineer

About the Company

Innovation is and will always be the core of SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery.

SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all it is simple: We bring financial services to the next level with innovative software solutions and platforms. We are helping companies in the financial services industry to achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end.

A global company, with rapid growth, innovative people, and a lean organization makes SAP Fioneer a place where you accelerate your future

Requirements

As a support engineer you are working closely with customers on issue and problem resolution, issue de-escalation guidance and ticket management and metrics review. This includes root cause analysis, defining proactive measures for avoiding issue recurrence, managing known error databases and quality assurance for identifying error patterns.

You will be diligent about ensuring best practice, and pragmatic about ensuring that our customer 's success is maintained. This position typically works under limited supervision and direction. You will regularly exercise discretionary decision-making to shape this role as you see fit.

  Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different division of SAP Fioneer

  Working closely with customers in issue and problem resolution, root cause analysis and troubleshooting

  Supporting customers with resolution guidance in your area of expertise and deliver consistently high-quality customer experience.

  Working with customer on overall ticket management & metrics including dashboards, reports, presentations, and any supporting documentation

Provide customer guidance and training.

  Ensure customer satisfaction and support service continuous improvements.

  Strong problem solving and critical situation handling skills.

  Experience in the financial services environment, ideally with SAP solutions is a plus.

knowledge in application or technical components

  Good communication skills in English

  Previous experience in support organizations and ticket management

  Experience with customer and stakeholder management

  Problem Solving-Ability to define & assess a problem, determine the cause, identifying, prioritizing, and selecting alternatives/ action plans for a solution and driving the resolution.

  Good communication and presentation skills- Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.

  Industry Knowledge- Expertise knowledge in financial services applications, preferable SAP.

Team player- Ability to build strong relationship with follow team members.

Benefits

Our company prioritizes the well-being and satisfaction of our employees by offering a comprehensive benefits package. We provide Medical insurance coverage extended to dependents(parents and parent-in-laws) and wellness cover, which is completely borne by the company which reflects our commitment to family well-being.

At Fioneer we prioritize the employees mental and emotional wellbeing through the employee assistance program. We understand that you might need time off, which is why we have 21 days of paid leave and 12 days of sick leave to help support your personal commitments. Embracing a hybrid work model, we provide meal allowance and internet reimbursement to ensure flexibility, promoting increased productivity and a healthy work-life balance contributing to a positive and fulfilling work environment. Our mobility benefits vary based on seniority level and include company car benefits and transportation facility. At Fioneer, we are a huge family and we would like to celebrate important moments with you by providing celebration rewards. Additionally, our jubilee program recognises your hard work and success.

Join us for a rewarding career where your needs are not just met but exceeded