Technical Support Engineer - Supply chain collaboration

Role Overview: As a Technical Support Engineer at SAP, you will be responsible for owning and managing concurrent service requests (SRs) in a ticketing system. You will provide solutions to technical issues affecting customers" business processes and their ability to conduct commerce through SAP applications. Your role will involve adhering to key performance indicators (KPIs), liaising with customers and Product Engineering/Management, participating in de-escalation plans and situation war rooms, collaborating with global support engineers, and providing ongoing communication to customers regarding the status of their requests. Additionally, you will be expected to create and share knowledge in your area of expertise, provide exceptional support via various channels, and be available for rotational shifts. Key Responsibilities: - Own and manage concurrent SRs in a ticketing system - Provide solutions to technical issues impacting customers" business processes - Adhere to KPIs, including responsiveness SLAs and productivity goals - Liaise with customers and Product Engineering/Management to identify and resolve system defects - Participate in de-escalation plans and situation war rooms - Collaborate with global support engineers to drive positive customer outcomes - Provide ongoing communication to customers regarding the status of their requests - Drive creation of knowledge in component area of expertise - Provide on-call support during evenings and weekends as required by a rotational schedule - Provide exceptional support to customers via Chat, Phone, and Email - Available to work in rotational shifts Qualifications Required: - Bachelor's or Master's Degree in a technical discipline OR a minimum of 1-2 years of experience in Support, Software Development, IT, or Quality Assurance - Mandatory 4-10 years of experience with at least one of the following: - Positive attitude and passion towards Customer support - Knowledge of SAP Ariba Network solution - Knowledge of SAP Materials Management (SAP MM) and ABAP - Experience with: - Writing SQL queries - Reading Java and object-oriented programming - XML, IDOC, HTTP, SOAP UI, and HTML - Analyzing logs based on error codes - Reading JSON - Troubleshooting and debugging web browsers - HTTP and security - SSO technologies, particularly SAML - Exceptional written and oral communication skills - Proven ability to manage multiple tasks with changing priorities - Ability to work cross-culturally - At least 4-7 years working with an enterprise cloud application preferred Company Details: SAP is a purpose-driven and future-focused company with a highly collaborative team ethic. With a commitment to personal development and inclusivity, SAP aims to create a better and more equitable world. The company values inclusion, health, and well-being, and offers flexible working models to ensure that every employee can perform at their best. SAP is an equal opportunity workplace and provides accessibility accommodations to applicants with disabilities. Note: Successful candidates may be subject to a background verification with an external vendor.,