Senior 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 will do

Solution Support Engineer  provides complex technology or functional product and end-to-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. Will have to reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required .They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents. Will have to Perform weekend support  whenever  needed. Have to participate in  Realtime Support channels like Expert Chat etc.

Core tasks include:

• Deliver Core Customer Support
• Knowledge Transfer
• Proactive Support and Incident Prevention Activities

What you bring

• 8-10 years of  work experience in SuccessFactors Employee Central
• Should have excellent knowledge in EC core concepts , Position Management , Time Off , MDF, Global Benefits
• Should have worked in EC Implementation or Support
• Good understanding of standard business processes & scenarios.
• Strong customer focus.
• High attention to detail in identifying root-cause.
• Ability to understand customer’s business process and able to use that knowledge to anticipate best mode of resolution.
• Strong analytical skills and ability to apply conceptual thinking.
• Strong problem resolution, analysis and reporting skills.
• Strong team player, able to work across a highly matrixed organization.
• Outstanding task-management and collaborative capabilities.
• Excellent communication, follow-up and documentation skills.
• Ability to work with high sense of urgency and proven willingness to commit the additional time and effort on high impact issues.
• Experience with online communications.
• Excellent English communication - writing and speaking skills.

Meet your team

With 6 locations across the world, SAP Product Support has a high performing team of Support Engineers, whose mission is to provide “Best in class support experience for our customers” By providing end-to end support and services for all SAP’ cloud solutions, SAP Cloud Support contributes significantly to the success of Cloud Strategy of SAP.

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: Careers@sap.com
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: 374933  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.