Solution Support Engineer - Analytics

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!

Key Areas of Responsibility and Tasks

Our globally distributed Product Support team of over 3000 is passionately dedicated to ensuring the success of our customers by providing exceptional technical support. We pride ourselves on being much more than just a Call Centre! We proactively investigate and master a wide range of technologies and our products, working closely with our customers to resolve any issues they face. We measure our success through our customers' satisfaction and low effort.

Responsibilities

• Enabling customers to implement and operate their SAP solutions efficiently by owning their reported problems and questions resolution in a timely manner and effective communication providing state-of-the-art support services for Enterprise level Fortune 500 companies.
• Achieving key performance indicators such as customer satisfaction, response time, and backlog management as an individual contributor.
• Assisting new hires in adapting to the best practices and troubleshooting tools for case management.
• Embracing and utilizing our Support tools to drive efficiency and effectiveness in your case management practices.
• Actively seeking out learning opportunities to upskill and quickly adapt to changes.
• Actively participating in team meetings and contribute to knowledge management in specific areas while demonstrating a customer-oriented focus

Additionally

•  Participating in scheduled after-hours support and weekend shifts.

• Flexible approach to working in hybrid mode – virtually as well as meeting with the team in the office environment.

•  Help ensure high-quality standards by reporting any errors to the development team/organization.

Experience & Educational Requirements

Qualifications

• Good written and verbal communication skills in English.
• Good diagnostic and technical analysis skills.

Good to have

•  Good understanding of Relational Databases (HANA, Oracle, Sybase, DB2, SQL Server, etc.)
•  Good understanding of Linux/Unix & Windows operating systems
•  Basic understanding of computer networking
•  Basic understanding of standard protocols (HTTP, SMTP, FTP, SAMBA)
•  Basic understanding of secure socket layer
•  Basic understanding of authentication (Windows AD, LDAP) Work Experience/Nice to have: § Previous experience providing technical support for enterprise-level software implementations. Experience in supporting or administering complex enterprise-level software systems and databases such as HANA, Oracle, SQL Server, and DB2. 
• Previous experience in providing outstanding customer service

Education

•  Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field.

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.

Requisition ID: 369430  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid