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SAP Solution Support Engineer Procurement 
Mexico, Nuevo León 
361676047

04.07.2024


What you'll do

  • Enable customers to implement and operate their SAP solutions efficiently
  • Collaborate closely with other SAP Lines of Business (LOBs) 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 solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
  • Provide consulting for customers on procedural issues and queries
  • Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions
  • Maintain personal broad knowledge of product area and deep component expertise
  • Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
  • Provide weekend and evening shifts as scheduled when necessary
  • Maintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs)
  • Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
  • Familiarize yourself and act in accordance with SAP Support Strategy and Culture
  • Handle escalated customer issues


Proactive Support and Innovation Activities

  • 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).
  • Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)
  • Test internal systems to prevent future issues on customers' systems
  • Support and participate in innovation projects aimed at achieving our Vision and Goals
  • Show an ability to adapt to changes and a flexible approach to working with different teams
  • Demonstrate excellent customer focus and communication skills internally and externally
  • Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
  • Develop product specialization in at least one product area
  • Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)

What you bring

  • Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
  • Experience in Support, Consulting, Software Development, IT, or Quality Assurance.
  • Experience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes.
  • Solid experience in a previous customer service role providing technical support
  • Degree in Information Technology/Computer Science or similar areas
  • 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
  • Programming knowledge (Java, C++, ABAP/4, etc.)
  • Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
  • Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to 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
  • Ability to thrive in a fast-paced environment and to work cross-culturally

Experience with one or more of the following:

  • Analyzing logs based on error codes
  • 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


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