SAP Solution Support Engineer 

India, Telangana, Hyderabad 

776689326

• Act as the first point of contact for all SAP SPM (formerly called Callidus) customers, consultants and partners.
• Triage all incoming case requests coming via the web and phone.
• Provide phone, chat, and email assistance to customers, consultants and partners on using SAP SPM (formerly called Callidus) products and layered components, such as data transformation tools and report writing tools.
• Send first response for all incoming cases verifying the severity, next steps, and ETA for subsequent communication.
• Research, analyze and troubleshoot to diagnose and resolve technical problems.
• Provide phone assistance to customers who call for updates or escalation on their cases.
• Proactively communicate client status, concerns and issues to the appropriate management team.
• Develop and maintain effective relationships with internal and external customers.
• Update the Support case tracking system to provide accurate and current documentation of issues.
• Coordinate with Quality Assurance and Engineering teams to assist in identifying, reporting and resolving product defects.
• Maintain strong working relationships with cross-functional teams within SAP.
• Stay curious and open to new experiences while learning through daily tasks and targeted training.
• Position involves variable hours, which will include morning shifts, general shifts, afternoon shifts, evening shifts, overnight shifts, weekends, and holidays.

• Major- BE/B-Tech (or equivalent) in computer science or a related field.
• 4-7 years of experience in a customer support environment, SaaS experience a plus.
• Excellent organizational, customer relationship, verbal and written communication skills.
• Excellent problem solving and listening skills.
• Highly dependable and professional.
• Highly motivated, self-starter & positive attitude.

• Experience in Relational Databases (such as Oracle or HANA). Should be able to build complex SQL queries and understand PL/SQL.
• Experience with Unix/Linux.
• Should be knowledgeable on Tomcat/WebLogic.
• Should be knowledgeable on SSO/SAML integration.
• Experience in SAP SPM Incentive Management / Commissions (formerly known as Callidus) is preferable.
• Knowledge on Business Objects 4.x, Crystal/Webi reports is preferable.
• Knowledge on Informatica 10.x, is preferable.
• Understanding of scripting languages like JavaScript, Groovy, Python is preferable.

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