Senior Support Engineer

About this opportunity

What We Offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

The primary function of the Technical Support Engineer is to use technical and product expertise to support customers experiencing complex issues on the SAP Ariba applications.

The Technical Support Engineer delivers an exceptional customer experience by:

• Using knowledge of SQL and Java to troubleshoot and resolve issues
• Focusing on customer service, including frequent, high-quality communication

JOB ROLE

• Provide direct technical assistance with customers via phone and email
• Own and manage concurrent Service Requests in a ticketing system
• Provide ongoing and timely communication to customers regarding the status of their requests
• Troubleshoot customer issues to resolution
• Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
• Collaborate with and develop strong working relationships with cross-functional, global teams
• Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects
• Provide on-call support during evenings and weekends as required by a rotational schedule
• Demonstrate a high level of expertise with product functionality; continue developing core product skillset as new innovations are released
• Ensure that emergency situations or business-critical issues are resolved in the most timely and effective manner possible
• All other duties as assigned

Experience with one or more of the following

• Writing SQL queries
• Reading Java and object-oriented programming
• Reading JSON (JavaScript Object Notation)
• XML, including SOAP and HTML
• Fiddler and/or Soap UI applications
• Troubleshooting and debugging common web-browsers
• HTTP and security
• SSO (Single Sign-on) technologies, particularly SAML
• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs, and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Ariba Network, CIG, and supply chain
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time
• Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• Proven ability to manage multiple tasks or projects with changing priorities
• Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• Thrive in a fast-paced environment
• Ability to work cross-culturally

Education And Qualifications

• Full-time degree in BE/B.Tech, ME/M.Tech or related engineering fields

We are SAP

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

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:325118 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time