Associate Solution Support Engineer

3 weeks ago

Bengaluru, India SAP Full time

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now

Summary

SAP Product Support is a global organization of more than 2500 people with a vision of “Delighting customers, always”. We deliver industry leading product support anytime, anywhere, through any channel and from any device to maximize customer’s success with their SAP solutions. We also provide Next-Generation Support through real time channels with a personalized support experience where we anticipate customer needs, accelerate their path to answers and collaborate for their success.

What you'll do

As part of SAP Product Support, you will be working for SAP Business Technology Platform which offers fast in-memory processing, sustainable, agile solutions, and services to integrate data and extend applications, and fully embedded analytics 
and intelligent technologies 

You would be primarily handling their technical issues related to Cloud Platform, SAP Integration Suite & Cloud Portal Technologies and perform the tasks such as:
• Analyze and resolve customer issues by means of knowledge databases and/or verifying customizing entries or parameters.
• Perform root cause analysis and provide solutions for customer problems
• Support customers through Realtime Support channels like Expert Chat etc .
• Share and document knowledge through creation of WIKI entries and Knowledge Base articles for customers 
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Anticipate customer needs and effectively address concerns related to their issue or resolution
• Develop strong working relationships with cross-functional teams


What you bring 

• Experience or knowledge on SAP Cloud Integration (CPI), API Management, Cloud connectors etc.
• Knowledge on SAP API Management, building API Proxies in API Portal, API communication
• Experience on SAP Cloud Platform like SAP Cloud Neo/Foundry, AWS, GCP. Knowledge on build packs, microservices, Identity authentication service, container deployment, cloud connectors, cloud security etc.
• Knowledge on SAP Cloud Platform Portal, like Designing and implementing of custom themes to the Cloud Portal, UI Theme Designer, Hybrid Integrations, Cloud Portal subaccounts sizing etc. 
• Strong problem solving, organizational, and analytical skills
• Technical knowledge in Java, JavaScript, HTML, XML, HTML5, UI5 and Cloud technologies preferred 
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns
• Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues

#SAPInternalT1

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