Associate Solution Support Engineer

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now!  

What you'll do

As part of SAP Product Support, you will be working for SAP Business Technology Platform Support Team and will be supporting customers on areas like SAP Cloud Platform (Portal, Platform and Integration), SAP NetWeaver JAVA (Portal, Platform and Integration) along with AI, Machine Learning and Robotic Processes. You would be primarily handling their issues related to deployment, implementation, upgrades, performance, functionalities and configurations etc. on the customer landscapes along with many more tasks as below:

• Analyzing Performance issue, Optimizing performance and Memory usage of customer’s Cloud Solutions and OnPrem NW JAVA Solutions
• Analyze and resolve customer issues by means of knowledge databases and/or verifying customizing entries or parameters.
• Perform root cause analysis and provide solutions for customer problems
• Provide recommendations for improvement regarding Product and Support process to Development Support.
• Provide consulting for customers on procedural issues and queries.
• Share and document knowledge through creation of WIKI entries and Knowledge Base articles
• Participate in Realtime Support channels like Expert Chat , Schedule an Expert etc.
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
• Anticipate customer needs and effectively address concerns related to their issue or resolution
• Develop strong working relationships with cross-functional teams

          
What you bring 

• Knowledge on SAP Cloud Platform Portal, like Designing and implementing of custom themes to the Cloud Portal , UI Theme Designer , Hybrid Integrations , Cloud Portal subaccounts sizing etc.
• Experience on SAP Cloud Platform like SAP Cloud Neo/Foundry, AWS, GCP. Knowledge on build packs, microservices, Identity authentication service, container deployment, cloud connectors, cloud security concepts (like UAA and XSUAA), etc.
• Experience or knowledge on SAP Cloud Platform Integration Scenarios for SuccessFactors, Concur, Ariba, C4C and other cloud solutions , SuccessFactors, Concur, Ariba, C4C and other cloud solutions , SOAP, ODATA, HTTPS, SuccessFactor adapters component in CPI , Monitoring and Analyzing usage of Customer tenants and providing recommendations on tenant sizing etc.
• Knowledge on SAP API Management, building API Proxies in API Portal, API communication
• Experience in SAP NetWeaver JAVA Portal , Platform or Integration
• Strong problem solving, organizational, and analytical skills
• Technical knowledge in Java, JavaScript, HTML, XML, HTML5, UI5 and Cloud technologies preferred
• Working knowledge of Windows, UNIX, Linux based operating systems
• Basic database knowledge and working knowledge on any database like Oracle, DB2, SQL Server etc.
• Ability to work well in a fast-paced environment to manage multiple tasks or projects with changing priorities. Strong ability to capture a complete and accurate problem/symptom description of reported issues.
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
• Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.

 
Know your team

SAP Product Support is a global organization of more than 2500 people with a vision of Delighting customers, always. We deliver industry leading product support anytime, anywhere, through any channel and from any device to maximize customers’ success with their SAP solutions. We also provide Next-Generation Support through real time channels with a personalized support experience where we anticipate customer needs, accelerate their path to answers and collaborate for their success.

We build breakthroughs together

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.

We win with inclusion

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: [email protected]
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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: 355125  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.