Senior Solution Support Architect

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

The primary function of the Technical Support Engineer is to provide dependable and timely resolution for complex software issues specifically related to the Business Network for Logistics and Business Network for Asset Collaboration. The Technical Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience.

What you'll build

• Works on issues that are reported to SAP Procurement Product Support through customer cases. The support engineer will be responsible for working reported issues to completion and providing timely status updates on investigations back to customers through the service request or customer case
• Interacts directly with customers through the case management system (emails sent through ServiceNow), phone calls, or screen-sharing sessions with the customer to resolve customer reported issues
• Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.
• Provide on-call support during evenings and weekends as required by a rotational schedule
• Provide exceptional support to our customers via Chat, Phone and Email
• Resolves issues through recreations, log file analysis and other investigative tools to determine corrective actions and root causes
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions.

• Adheres to KPIs, especially responsiveness SLAs and productivity goals.

• Creates internal/external content for SAP Ariba's User Community and internal knowledgebase

• Collaborates with and develop strong working relationships with cross-functional, global teams
• Provides on-call support during evenings and weekends as required by a rotational schedule
• Demonstrates a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
• Ensures that emergency situations or business critical issues are resolved in the most timely and effective manner possible

What you bring:

• Bachelor's degree with a technical discipline
• 5 Years working with a web-based software solution
• Experience working with Spend Management, Asset Management, or Supply Chain Solution
• Experience in a previous Technical Support rol

• Experience with one or more of the following technologies:

• • Writing SQL queries
• JAVA
• XML (JavaScript and css)
• Cloud Foundry
• UI5
• HCI
• Fiddler or Soap UI
• REST APIs
• SAP Logistic Business Network
• SAP Asset Intelligence Network
• Knowledge of business processes and transactions such as logistics, asset management, PR/PO, invoices, reconciliation, vendor management, sourcing (requests for quotes/price) or supply chain.
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time
• Ability to provide ongoing and timely communication via phone and email to customers regarding the status of their requests.
• Ability to successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• 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
• Ability to work cross-culturally

Where you belong

As part of the SAP Business Network for Logistics, the primary function of the Senior Support Engineer is to use product & technical expertise to support customers experiencing issues drive collaboration with development teams and work closely with the STM to drive operational KPI's on SAP Business Network for Logistics and TM system

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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:

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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

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