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Summary:
The primary function of the Technical Support Engineer is to provide dependable and timely resolution for complex software issues specifically related to the Logistics Business Network (LBN), and Asset Intelligence Network (AIN). The Technical Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience.
Roles and Responsibilities:
Works on issues that are reported to SAP Procurement Product Support through customer cases. The support engineer will be responsible for working reported issues to completion and providing timely status updates on investigations back to customers through the service request or customer case
Interacts directly with customers through the case management system (emails sent through ServiceNow), phone calls, or screen-sharing sessions with the customer to resolve customer reported issues
Resolves issues through recreations, log file analysis and other investigative tools to determine corrective actions and root causes
Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions.
Adheres to KPIs, especially responsiveness SLAs and productivity goals.
Creates internal/external content for SAP Ariba’s User Community and internal knowledgebase
Collaborates with and develop strong working relationships with cross-functional, global teams
Provides on-call support during evenings and weekends as required by a rotational schedule
Demonstrates a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
Ensures that emergency situations or business critical issues are resolved in the most timely and effective manner possible
All other duties as assigned
Skills and Competencies:
Experience with one or more of the following technologies:
Writing SQL queries
JAVA
XML (JavaScript and css)
Cloud Foundry
UI5
HCI
Fiddler or Soap UI
REST APIs
SAP Logistic Business Network
SAP Asset Intelligence Network
Knowledge of business processes and transactions such as logistics, asset management, PR/PO, invoices, reconciliation, vendor management, sourcing (requests for quotes/price) or supply chain.
Exceptional written and oral communication skills; ability to listen and work with customers in real-time
Ability to provide ongoing and timely communication via phone and email to customers regarding the status of their requests.
Ability to successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
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
Ability to work cross-culturally
Preferred Qualifications:
Bachelor’s degree with a technical discipline
5-8 Years working with a web-based software solution and experience in Support, Software Development, IT, or Quality Assurance
Experience working with Spend Management, Asset Management, or Supply Chain Solutions
Experience in a previous Technical Support role
Location: Bangalore
Travel : 0-10%
We are SAP
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
Our inclusion promise
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: [email protected] or [email protected], APJ: [email protected], EMEA: [email protected].
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID:327360 | Work Area: Consulting and Professional Services | Expected Travel: 0 – 10% | Career Status: Professional | Employment Type: Regular Full Time |
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