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.
SAP Labs India seeks a Support Engineer at our Hyderabad office to work in our Customer Support, Customer Services & Delivery teams. Support engineers will work closely with the customers and consultants to understand the problems that need to be solved for rapid resolution. This position combines technical acumen with refined analysis skills to deliver the highest level of problem resolution to SAP SPM customers, consultants and partners.
What you’ll do
• Act as the first point of contact for all SAP SPM (formerly called Callidus) customers, consultants and partners.
• Triage all incoming case requests coming via the web and phone.
• Provide phone, chat, and email assistance to customers, consultants and partners on using SAP SPM (formerly called Callidus) products and layered components, such as data transformation tools and report writing tools.
• Send first response for all incoming cases verifying the severity, next steps, and ETA for subsequent communication.
• Research, analyze and troubleshoot to diagnose and resolve technical problems.
• Provide phone assistance to customers who call for updates or escalation on their cases.
• Proactively communicate client status, concerns and issues to the appropriate management team.
• Develop and maintain effective relationships with internal and external customers.
• Update the Support case tracking system to provide accurate and current documentation of issues.
• Coordinate with Quality Assurance and Engineering teams to assist in identifying, reporting and resolving product defects.
• Maintain strong working relationships with cross-functional teams within SAP.
• Stay curious and open to new experiences while learning through daily tasks and targeted training.
• Position involves variable hours, which will include morning shifts, general shifts, afternoon shifts, evening shifts, overnight shifts, weekends, and holidays.
What you bring
• Major- BE/B-Tech (or equivalent) in computer science or a related field.
• 4-7 years of experience in a customer support environment, SaaS experience a plus.
• Excellent organizational, customer relationship, verbal and written communication skills.
• Excellent problem solving and listening skills.
• Highly dependable and professional.
• Highly motivated, self-starter & positive attitude.
• Experience in Relational Databases (such as Oracle or HANA). Should be able to build complex SQL queries and understand PL/SQL.
• Experience with Unix/Linux.
• Should be knowledgeable on Tomcat/WebLogic.
• Should be knowledgeable on SSO/SAML integration.
• Experience in SAP SPM Incentive Management / Commissions (formerly known as Callidus) is preferable.
• Knowledge on Business Objects 4.x, Crystal/Webi reports is preferable.
• Knowledge on Informatica 10.x, is preferable.
• Understanding of scripting languages like JavaScript, Groovy, Python is preferable.
Meet your team
Envisioning to “Delight customers. Always.”, Customer Solution Support & Innovation drives customer success through innovation, tailored solutions and support excellence – by creating the perfect experience throughout the customer journey, for all products, and in hybrid scenarios.
#SolutionSupportEngT2
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 employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
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: 398298 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.