SAP Solution Support Engineer 

India, Karnataka, Bengaluru 

622186505

• Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba.
• 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.
• 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) and any other channel we release for our customers.
• Provide weekend and evening shifts as scheduled when necessary.
• Maintains and follows personal development plan by leveraging formal training and knowledge plans.
• 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 in team environments (swarming) and through individual-driven actions (such as incident solving or real-time support), in cooperation with experienced support engineers if necessary.
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.
• Be self-motivated and team oriented with a can-do attitude.
• 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)
• 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.
• 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.) is desirable.
• 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:
o Analyzing logs based on error codes
o Reading Java and object-oriented programming
o Reading JSON (JavaScript Object Notation)
o XML, including SOAP and HTML
o Fiddler and/or Soap UI applications
o Troubleshooting and debugging common web-browsers
o HTTP and security

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