SAP SAP Signavio Senior Support Engineer 

India, Karnataka, Bengaluru 

49229272

• Troubleshoot and diagnose customer issues of greater complexity independently. They investigate and resolve such issues, which may involve multiple computer environments /platforms and application systems. You always keep the customer updated in real time and provide consistent, world-class support.
• Interact with network services, software systems, and applications.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your own queue of customer tickets, which includes determining priority levels and negotiating and setting expectations with customers.
• Thoroughly document all issues, develop and review content for knowledge base using KCS.
• Work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management, web sessions and you are recognized as an expert in the support of the suite.

• Responsible for creating and developing internal relationships, and actively participating in business development activities
• Help with the development or improvement of internal processes and tools to enhance the team’s performance and daily work (identify & improve processes/procedures/automation)
• Be a role model with assisting in projects/issues/tasks through to completion, including mentoring other engineers
• Ensure all work allocated and completed is to the agreed company standards and procedures.
• Drive initiatives with quality of bringing an idea from conception to deployment
• Other teams, such as CSP, rely on your help and assistance with technical product issues.
• Assist in the QA of beta products and pre-GA versions.

• years' experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team.
• Be self-motivated, proactive and have a passion for continuous learning.
• Experience with working remotely or with remote colleagues.
• Strong verbal and written communication skills in English (German for MEE)

• Strong analytical thinker who is focused on problem solving.
• General understanding of SaaS/Cloud and On-Premise systems.
• Experience using KCS to create and maintain knowledge articles.
• Knowledge of programming or script languages is a benefit.
• Experience in working with DBMS, web applications, AD/LDAP and Single-Sign-On technologies.
• Experience working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint).
• Basic knowledge of Databases (MySQL, MS SQL, Oracle, NoSQL MongoDB) with applications like (SQL Management Studio or MySQL Workbench, Robo3T etc.).
• Basic knowledge of Agile principles and or fundamentals

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