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.

What you'll do

The Technical Support Engineer delivers an exceptional customer experience by:

Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba applications. Enable customers to implement and operate their SAP solutions efficiently. Collaborate closely with other SAP Lines of Business (LOBs), working on a swarming mode to ensure great customer service. Perform the root cause analysis of reported incidents. Participate in global projects around support processes, infrastructure requirements and quality assurance. Provide consulting for customers on procedural issues and queries. Adheres to Key Performance Indicators (KPIs), especially responsiveness Service Level Agreements (SLAs) and Productivity goals. Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions. Provide ongoing and timely communication to customers regarding the status of their incidents. Provide weekend and evening shifts as scheduled when necessary. Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers). Demonstrate excellent customer focus and communication skills internally and externally. Be self-motivated and team oriented with a can-do attitude.

 

What you bring 

Degree in Information Technology/Computer Science or similar areas. 3 to 7 years of experience in Support, Consulting, Software Development, IT, or Quality Assurance. Hands-on experience on SQL Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds. Reading Java and object-oriented programming (XML, IDOC, HTTP, SOAP UI and HTML) Troubleshooting and debugging common web-browser issues Fiddler and/or Soap UI applications Ability to effectively handle difficult and challenging customer interactions. Ability to manage multiple tasks and projects with changing priorities. Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus. Prior experience on SAP Ariba application (Preferred)

Meet your team

We are a team of Subject Matter Experts who are obsessed with delighting our customers at every turn. To achieve this daily, our team members must possess an unrivaled sense of autonomy, ownership and dedication to help each customer experience measurable Return On Investment.

 ​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: 426359  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.