SAP Solution Support Engineer Procurement 

Mexico, Nuevo León 

113475660

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.
• 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 ERP, BI, any other SAP products or similar solutions, and/or Business Processes is an asset

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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