Solution Support Engineer

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.

You will work directly with Customers & Partners using SAP tools & Support Systems & Real time channels to solve their technical issues and allow to use SAP’s products as expected, in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run “best in class” service against Product Support processes. Your key focus will be our Customer satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged and many good ideas from our Engineers already became success stories in our transformation journey. In this role, a key element is ensuring your adherence to SAP’s Core Values and commitment to provide a best of class experience to both our internal/external Customers and colleagues

What you will do:

As a Product Support Engineer, you will work in a technically challenging and rewarding environment supporting our customers across a variety of mediums. This role would suit candidates with a diverse and varied skillset. A successful candidate will have evidenced strong customer service skills, a technical mindset and an ability to deliver in a fast-paced environment. The role will require flexibility to adapt to tasks, processes and requirements which reflect the global nature of the product support organisation.

EXPECTATIONS AND TASKS

• Providing professional, courteous and prompt technical support (via multiple channels)
• Collaborating/Swarming with fellow support colleagues and Development teams when required both locally and globally and other internal organizations to provide superior customer service.
• You will share knowledge by creating KBAs, discussing solutions with colleagues, and participating in the SAP Community by Answering Questions, Writing Blogs, etc
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
• Maintain poise and professionalism in all customer interactions.
• You will perform analysis in Customer`s frontend and SAP’s backend system
• Adapting to business needs is a requirement, shift work / weekend work may or may not apply.
• Engage with and help drive customer support initiatives.

What you bring:

• Engineering degree in IT or related discipline
• SAP qualifications such as WIPS, SAPTEC or similar would be helpful
• Strong communicator and a skilled listener
• Fast learner with IT affinity
• Outstanding customer interaction skills
• Customer and Quality focus
• Analytical outlook with good aptitude for problem-solving.
• Teamwork mindset
• Ability to work in a global team across multiple time zones and diverse cultures.

Required experience:

• Fulltime experience in Technical Support, Software Development, IT, or Quality Assurance of up to 4 years.
• Understanding and adoption of Product Support E2E Methodologies (Swarming, Pulse, Knowledge Management).
• Experience working with customers across multiple channels (Chat, Virtual sessions etc.)

Preferable experience in some of the following areas:

• Basic knowledge in network structures, SAP system landscapes and basis administration tasks
• Basic knowledge about SAP Product Portfolio / SAP Technologies
• Knowledge of basic debugging steps

Meet your team:

Meet the team at our global technical support headquarters, where a diverse and talented group of professional’s work around the clock to provide customers & our colleagues alike with assistance and expertise.

Our team members are based in different regions around the globe covering a follow the sun customer support 24 X 7 approach, bringing with them a wealth of knowledge and experience in various technical disciplines.

From software engineers to network specialists, our team is equipped to handle any technical issue, big or small.

 With a passion for problem-solving and a commitment to customer satisfaction, our team provides top-notch support to our customers no matter where they may be located.

Together, we work seamlessly to ensure that our customers receive the best technical support possible, no matter the time zone!

#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: 400628  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.