Technical Support Engineer
Are you passionate about technology and eager to work with a global leader in enterprise software? SAP has an exciting opportunity for a Technical Support Engineer in Bangalore! If you have a knack for solving complex technical problems and thrive in a dynamic environment, this could be the perfect role for you.
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About SAP
SAP is a market leader in enterprise application software, helping companies of all sizes and in all industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.
Operational Responsibilities
Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba.
• Enable customers to implement and operate their SAP solutions efficiently.
• Collaborate closely with other SAP Lines of Business (LOBs), working on a swarming mode 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 consulting for customers on procedural issues and queries.
• Adheres to Key Performance Indicators (KPIs), especially responsiveness Service Level Agreements (SLAs) and Productivity goals.
• 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) and any other channel we release for our customers.
• Provide weekend and evening shifts as scheduled when necessary.
• Maintains and follows personal development plan by leveraging formal training and knowledge plans.
• 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 in team environments (swarming) and through individual-driven actions (such as incident solving or real-time support), in cooperation with experienced support engineers if necessary.
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.
- Be self-motivated and team oriented with a can-do attitude.
- 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.
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.
SKILLS AND COMPETENCIES
- Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction.
- 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.) is desirable.
- Looking for candidates with 3-5 years of experience in the specified areas.
- 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.
- 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 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
Why SAP?
Joining SAP means being part of a company that values innovation, diversity, and a commitment to excellence. You will have the opportunity to work with cutting-edge technologies and collaborate with a talented and dedicated team. SAP offers a supportive work environment, professional development opportunities, and a chance to make a real impact on the success of customers around the world.
How to Apply
SAP is looking for passionate and talented individuals to join their team in Bangalore. If you have the skills and drive to succeed in a challenging and rewarding environment, apply today and start your journey with SAP.
For more details and to submit your application, visit the job listing. Good luck!
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