Technical Support Engineer (SAP)

Technical Support Engineer, SAP

What makes us Qlik

Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. A Gartner Magic Quadrant Leader for 13 years in a row! Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone – at any skill level – the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating over 100 countries with 38,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!

The Technical Support Team

At Qlik, our support Technicians are our HEROES. That’s because our technicians do more than manage complex technical support cases they are determined, resilient, and have an unshakable positive mindset. Our teamin Bangaloreconsists of support professionalsfrom multiple backgrounds, who work and play closely together. We have a larger Global support team that we interact with daily, with locations inBarcelona,Lund,Sydney, Tokyo, China, Raleigh and North CarolinaUSA. We think you will love it here!

The Technical Support Engineer Role

Teamwork is important and we are looking for someone who’s up for collaborating. A buddy will be there for you at the start, and you’ll report to the team manager.

We will support you in your onboarding andtraining, andwe expect you to quickly take ownership of tasks. It won’t be long before you’re running your own assignments and making a real difference all by yourself. Prove yourself and you’ll find career progression will follow.

We’ll share ways of working and expect you to follow them, it’s all about keeping professional standards high and errors low while delivering the best experience and outcomes for our customers.

Weoperate 24x7 which involves working during one of the below shifts determined as per business need and have a non-standard work week (Ex: Tue - Sat, Wed - Sun).While we have 5 days a work week, your weekly offsmay fall on any day of the week depending on the shift rosters that are prepared on a two-month basis.

• AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
• EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
• APAC hours – 5.30 AM IST onwards

Work hours are subject to change depending on Business needs.

Responsibilities include, but not limited to:

• The Technical Support Engineer team member will provide telephone, screen sharing, and ticket/chat-based support to our customers.
• Troubleshoots customer-submitted problems by working together with our customers in a collaborative manner.
• Keeps customers updated regularly with the current state of their tickets.
• Investigate customers’ current situation and desired end state to understand our customers’ needs and problems.
• Provides world-class customer experience by as delivering satisfaction to every case for every customer.
• Interact with customers, understanding their problems and needs.
• Seeks workarounds and communicates technical solutions to the customer.
• Remain current with the Qlikand Talend product portfolio functions and features, and with related technologies in the DI ecosystem.
• Participate in the 24*7 weekend support for production down tickets.
• Reproduces customer problems in the lab.
• Assists in translating the customer problem into suitable technical terms for the R&D Support team to work on.
• Exhaust all efforts according to the working procedures before escalating a case.
• Maintain a shared knowledge base across the team by writing technical solution articles, documenting lessons learned from support cases, and participating in weekly meetings.
• Keep-case summaries on cases for escalations and continuity.
• Maintain coherent working procedures to reflect a professional attitude and maintain efficiency.

Skills and qualifications for this role include:

• You have a bachelor’s degree in IT or equivalent.
• 4+years of overall working experience in support environment
• SAP Support:
  • At least 4 years of hands-on experience with the SAP ERP/BW system is required.
    1. Experience with S/4 Hana and SAP BW/4HANA is necessary.
    2. End-to-end SAP BI project experience required in a big and complex landscape context employing regularly updated BW on HANA technology.
    3. Hana Scripting is required.
    4. SAP Basis administration work experience is a plus.
    5. ABAP programming experience is a plus.
    6. Experience on Qlik Data Integration SAP product Endpoints is a plus.
• Other than Primary skills in SAP, 1 or more of the below areas are added advantage for this role:

• JAVA: