Solution Support Engineer - Business Technology Platform

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 is SAP today?

Our offices and labs located worldwide SAP serves +440,000 customers in 180 countries and our products impact all industries.
We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together. We succeed together and create a better tomorrow because we believe that the difference between success and failure is a great team. We invite you to bring your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep shaping the way we enable future innovations 
 
Looking for an inclusive company to develop your carrier as far as you wish? SAP is the place to be!

Recognized as a 2021 Top Employer in 20 key markets, as a Best Place to Work in 4 countries according to Glassdoor, and as “Best Place to Work for LGBTQ Equality” in the first quarter of 2021. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment!
 
The worldwide Product Support team of 3000 employees is committed to the success of our customers through outstanding technical support.  We are not a Call Centre!  We actively investigate customer issues by mastering diverse technologies and working intensively with the products we offer.
 
So, what is this Job about in short? 

As a “Solution Support engineer”, you will work directly with Customers to solve their issues and allow to use SAP’s products as expected, in a timely manner and with seamless communication workflow. 
The Product area you will be working in is the Data Management team with the Business Technology Platform technologies used by our customers. You will be exposed to different OS systems (Windows, Unix), Networking and different flavors of database, data lakes and data marts. Data Management – more specifically Enterprise Information Management enables customer to transform data into a trusted resource for business insight and use it to streamline processes and maximize efficiency.

SAP Product Support is embracing a Knowledge Centered Support methodology which employs Artificial Intelligence and Machine Learning to enable our teams, delivering industry leading experience interactions with our customers.  
 
You will be given trainings and guidelines as how to run “best in class” service against Product Support processes. Your key focus will be our Customer’s satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged and many good ideas from our Engineers already became success stories in our transformation journey. In this role, a key element is ensuring your adherence to SAP’s Core Values and commitment to provide a best of class experience to both our internal/external Customers and colleagues.
 
If you’re passionate about success and results driven, this job might be for you. SAP’s key expectations should be fulfilled through the delivery of tasks below 
 
Success – Commit to the success of customers, partners, colleagues, and SAP

• Achieve excellent level of customer satisfaction
• Ensure achievement of your own and Teams’ KPIs

 
Accountability - Keep your word by executing on commitments made to ourselves and others. 

• Work independently and apply effective problem-solving skills
• Perform root cause analysis and provide solutions in complex environments for specific fields/areas
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI, or verifying customized entries and configurations
• Report coding errors to our development organization
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Identify patterns and their solutions with incoming customer incidents
• Use SAP Remote Supportability Tools to diagnose problems directly on customer systems
• Share and document knowledge through creation of WIKIs and Knowledge Base articles
• Participate in After Hours Support & Weekend shifts as required

 
Professionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise, and execute with discipline. 

• Be the face of PS and SAP by bringing a high-performance image to the external world
• Interact with customers via multi-channel like written form, phone, and chat: drive Customer interactions trough different real time channels.
• Build and act upon your development plans, regularly reviewed with your Manager
• Hear and work vs feedbacks and lessons learnt (achievements as well as areas for improvement)

 
Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect. 

• Handle any personnel conflicts with maturity and fairness

 
Teamwork - Take personal initiative in collaborating to achieve success. 

• Be adaptable to the company and Product Support Strategy

 
So how do you know if you’re ready to apply for this role? Surely a “Yes” if:

• You are able to assess, plan and troubleshoot while collecting information about the customer issue, this one if for you!
• You have proficient English writing skills, this one if for you!
• You want new challenges every morning, this one is for you! 
• You do want to make an impact on SAP’s success in a highly competitive environment, this one if for you!

 
We need you to drive SAP Product Support transformation if:

• You are a Team player 
• You commit to drive best in class service by acting according to Product Support methodologies and best practices
• You are a passionate learner who’s motivated to take on challenges - always looking to do things better (both personally, as part of a team and for the company).
• You are capable of prioritizing effectively for Customers ‘satisfaction sake.

 
In short, your key attributes to embrace successful attitude should be:
1)    Those key words drive your day2day effort

• Execution mindset
• Act with high emotional intelligence and empathy to our internal/external customers 
• Easy change adopter

2)    Your Work experience includes 

• 2 or more years with similar experience or talented fresh starter 
• Attraction for technical solutions  
• Experience or attracted by working in a strong multicultural environment 
• Fluent English speaking/writing 
• Hungarian and German is an advantage

3)    Your Education is or equals to 

• University degree or College diploma program in Computer Science, Business and Technology, or related areas.  Equivalent professional experience will be considered
• Knowledge of operating systems (Unix/Windows)
• Knowledge of Relational Databases (e.g. Oracle, DB2, SQL Server etc.)
• Network 

What you will get from us:

• We will help you embracing core values cherished in SAP Product Support such as Trust, Empathy and Kindness, coming with transparency and “tell it like it is” behavior,
• We will help your integration into a highly collaborative, engaged, and efficient organization where all differences and mindsets are welcome,
• We will recognize hard work, commitment, and positive attitude as drivers to Success,
• We will create conditions for a “Good to Great” career and personal growing experience, 
• We are one team! Successes and failures belong to all of us. feel free to develop your entrepreneurial mindset to become an active member of PS Transformation. 
   

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: 367170  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.