Solution Support Engineer
Are you passionate about technology and eager to solve complex challenges in the world of enterprise software solutions? SAP, a global leader in business software, is seeking talented individuals to join their team as Solution Support Engineers. This role offers a unique opportunity to work with cutting-edge technologies, collaborate with global teams, and play a crucial role in delivering exceptional customer support.
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Why SAP?
SAP is renowned for its innovation and commitment to helping businesses run better and improve people’s lives. With over 50 years of experience and a presence in over 180 countries, SAP empowers organizations of all sizes and industries to innovate, adapt, and thrive in the digital economy. Joining SAP means joining a diverse and inclusive culture that values creativity, collaboration, and continuous learning.
Roles and Responsibilities
• Win customer loyalty by creating memorable experiences for customers.
• Responsible to deliver ‘customer-centric service experience’ to our customers during every interaction.
• Develop and maintain strong functional and technical product knowledge.
• Work with our APAC, EMEA or AMER based customers in resolving their queries, issues related to SAP Concur Product.
• Resolve customer issues with transparency and urgency.
• Maintain ownership of the issue, manage client expectations & drive deliverables.
• Provide regular updates on case statuses and escalate issues while maintaining the customer experience.
• Create availability in daily schedule for customer calls.
• Improve existing articles or create new articles for the Knowledge-Centered Service (KCS) knowledge base.
• Participate in (or drive, as requested) minor projects or initiatives.
• Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.
• Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.
• Conduct all external facing communication in a professional manner, and to a high level of customer service.
• Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.
• Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.
What you bring
• Bachelor’s degree or equivalent
• External customer facing experience preferred
• Technical background with understanding of SQL preferred
• 3 or more years of experience in troubleshooting software / hardware / product / process / tool issues is preferred
• Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills (English)
• Ability to express thought clearly & professionally for fluent customer interaction ( English )
• Display passion for & responsibility to the customer, business & team
• Ability to work in a diverse cultural environment and be agile for change
• Research based learning oriented, analytical mindset for expert problem solving
• Task based, process driven approach to achieving objectives
• Schedule flexibility working on the weekdays & weekends
• Ability to communicate in a foreign language is highly preferred
• Preferable experience with SAP Concur products or on similar SaaS / Cloud products
• Schedule flexibility working on the weekends and working in any shifts.
• Preferable experience and knowledge in SQL, Python or any programming language for automation.
How to Apply
Ready to take the next step in your career with SAP? Visit the SAP Careers Page to learn more about the Solution Support Engineer role and submit your application today. Don’t miss this chance to join a company that is shaping the future of enterprise software and making a difference in the digital economy.
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