Solution Support Engineer - SmartRecruiters

WHAT YOULL BUILD

Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support, Engineering & Cloud Operations teams and ensuring consistent and up-to-date communication with customers.

• Engage with customer to assess the business impact of an issue.
• Analyze configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs.
• Maintain accountability for an issue until the same is resolved.
• Provide quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide support for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Technical Support Knowledge Base.
• Contribute to Technical Knowledge Database by following the SAP case solving methodology.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.

WHAT YOU BRING

• Engineering degree or, M.Tech or Masters in Science (Physics & Mathematics).
• Support Process and knowledge of handling Incidents in ITIL framework.
• 1-4 years of experience in customer facing engagements supporting/Implementing SuccessFactors or SmartRecruiters equivalent HRIS suite.
• Total experience at least 1-3 years of IT industry
• 1+ years of directly related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS Recruitment module and Onboarding Modules working knowledge of XML, Java, J2EE, HTML.
• Experience with SmartRecruiters will be an advantage.
• Experience with Web SSO (SAML 2.0)
• Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tools
• Very good understanding of RDBMS database concepts, SQL.
• Familiarity with Browsers based tech, operating system, networking concepts.
• Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an added asset.
• Good understanding of standard business processes & scenarios.
• Strong customer focus.
• High attention to detail in identifying root-cause.
• Ability to understand customer s business process and able to use that
• Knowledge to anticipate best mode of resolution.
• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Strong team player; enjoys working with international teams.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Ability to work with high sense of urgency and willingness to commit the additionaltime and effort on high impact issues.
• Experience with online communications.
• Excellent English communication - writing and speaking skills.
• Familiarity with standard PC packages
• Working knowledge of CRM and Service Management ticketing systems

WHERE YOU BELONG

SAP Cloud Product Support Team high end Product Support for customers of various Products in Cloud portfolio of SAP, namely:

• SuccessFactors BizX Suite
• SuccessFactors SmartRecruiters
• SuccessFactors Recruiting management and Recruiting Marketing
• SuccessFactors Integration of RCM and RMK modules with other BIZX Modules
• SAP Employee Central, Learning & Analytics