SAP Senior Technical Support Engineer - Public 

Ireland, Galway City 

100388589

Bring out your best

Configure Price Quote (CPQ)team. The role focuses on providing exceptional support for our global customer base, ensuring the efficient and effective resolution of technical issues related to our cloud platforms and integrated systems. This position offers the opportunity to engage with a wide range of technologies and develop a deep understanding of our product ecosystem, contributing to customer satisfaction and product improvement. As a Senior Technical Support Engineer, you will troubleshoot and resolve customer issues efficiently across various support channels, including Cases, Expert Chat, and Schedule an Expert etc. You will continuously enhance your knowledge of cloud platforms, Python, REST/SOAP APIs, SQL Server, and integrating products such as C4C, CPI, and Variable Configurator to provide comprehensive support. Delivering high-quality support to our diverse, global customer base, you will adapt to different time zones, cultural contexts, and technical requirements to meet their unique needs.

Collaboration and communication are key, as you will work closely with cross-functional teams, including product development to facilitate the timely resolution of complex issues and improve overall product quality. Fostering strong relationships with customers through proactive communication, demonstrating empathy, and providing clear, concise, and effective solutions to their problems will be essential for achieving high customer satisfaction. You will also identify and suggest improvements to existing support processes, tools, and documentation to enhance the efficiency and effectiveness of the support team. Flexibility in adapting to new tasks, processes, and requirements that reflect the evolving needs of the global product support organization is crucial. By achieving these objectives, the Senior Technical Support Engineer will contribute significantly to the success of Public Cloud ERP – CPQ, ensuring our customers receive the best possible support experience and maintaining our reputation for technical excellence and customer focus.

Functionally, some key tasks are listed below:

• Analyze and resolve customer incidents using knowledge databases and debugging skills.
• Report errors and suggest possible resolutions to development support teams.
• Actively participate in the SAP community, establishing yourself as a trusted advisor.
• Provide consultation to customers on procedural issues and queries.
• Deliver Mission Critical Support during scheduled weekend and evening shifts.
• Share knowledge as a collaborator and advocate for our global engineering community.
• Create and maintain content for the technical knowledge database.
• Manage all aspects of the engineer end-to-end workflow (Pulse, Swarming, KCS, etc.).
• Utilize resources within the portfolio to advance and develop your own career.

EXPECTATIONS AND TASKS

• Provide professional, courteous, and prompt technical support across multiple channels for the CPQ (Configure Price Quote) product family.
• Collaborate with support colleagues locally and globally, as well as other internal organizations, to ensure superior customer service.
• Document technical solutions in alignment with the KCS methodology, ensuring valuable information is captured and shared.
• Handle difficult customer interactions and challenging problems independently, maintaining poise and professionalism.
• Adapt to business needs, including the potential for shift work and weekend support.
• Actively engage with and drive customer support initiatives, contributing to the continuous improvement of support processes and customer satisfaction.

THE PORTFOLIO & DEVELOPMENT

• As a member of the Public Cloud ERP – CPQ team and the wider technical support organization, you can expect a strong focus on:
• Career Advancement: we provide employees with the tools and support needed to develop and advance their careers.
• Comprehensive Training: Each employee will have a personalized development plan that includes a blend of on-the-job learning and formal knowledge-based training.
• Supportive Environment: We foster an inclusive culture that values expression, collaboration, individuality, and diversity, allowing you to work with global teams across various nationalities and languages.
• Exposure to World-Class Cloud Products and Services: You will have the opportunity to enhance your technical skills and SAP knowledge by working on cutting-edge cloud solutions.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Degree in an IT-related discipline
• Excellent communication and listening skills.
• Exceptional customer interaction abilities
• Strong analytical skills with a good aptitude for problem-solving
• Team-oriented mindset
• Ability to collaborate effectively with a global team across multiple time zones.

WORK EXPERIENCE

• 5 Years of industry experience.
• Prior experience in Technical Support, Software Development, IT
• Strong analytical and debugging skills are advantageous.
• Familiarity with interfaces, APIs (REST/SOAP),CPI, Variable Configurator and Python scripting is a plus.
• Knowledge of quoting applications is beneficial.
• Previous experience with KCS, WIPS, Support process and tools
• Experience interacting with customers through various channels (e.g., chat, virtual sessions) is preferred.