We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.
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 will you do:
- 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
- All other duties as assigned
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
Meet your team:
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 developement teams and work closely with the STM to drive operational KPIs on SAP Business Network for Logistics and TM syste
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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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for 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.
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.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 427070 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Work Area: Customer Service and Support
Career Status: Professional
Employment Type: Regular Full Time
