Customer Service and Support

Support Engineer

Requisition ID: 342540
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2
Original Posting Date: May 10,2022
Recruiter Name: J.L. Andal
Additional Locations:


Job Title:  Support Engineer


Location:  Pittsburgh, PA


Purpose and Objective: 

Ariba, Inc. seeks a Support Engineer at our Pittsburgh, PA location responsible for performing root cause analysis and providing solutions in complex environments for specific areas of the application.


Expectations and Tasks:


Provide technical assistance during the product implementation phase, Customization and support for SAP Ariba cloud solutions. Develop Application programming Interface Templates to fetch data in JSON (JavaScript Object Notation) using tools like Postman, SOAP UI, Jmeter. To build Custom form and debug using web debugger tool with Javascript and Jquery. Integrate Ariba API’s with SAP tools like ECC (ERP Central Component), MDG (Master Data Governance). Configure SOAP Web Services and Integration ToolKit (ITK) for data and file transfer between cloud application and ERP or third-party middleware and ERP systems using XML and WSDL. Incorporation of SAP Ariba solutions with Cloud Integration Gateway using SAP Process Integration/Orchestration. Perform technical configuration in SAP Cloud Platform integration to integrate with Cloud Integration Gateway (CIG) and SAP ERP/ S4HANA systems. Technical configuration and maintenance of SAP Cloud connector to integrate SAP Cloud and On-premise SAP systems. Debugging of ABAP programs for IDOC and Web service interfaces. Work with an enterprise cloud application to fetch, analyze big data and create Analytical reports based on the business requirements. Which includes troubleshooting integration errors during Electronic Data Interchange (EDI). Also, Analyze the performance of the cloud application using various tools and suggest Performance improvement mechanism for Ariba cloud solutions. Ariba installation Unix/Linux and Windows platform; Configuration and deployment of Ariba products on WebSphere, WebLogic application servers; provide workarounds and emergency corrections where no immediate solution can be given. Provide solutions in complex environments in cooperation with development support; focus on critical incidents; assume functional responsibility for an area in Cloud Product Support (Topic Owner or NEXUS); and Global Escalation handling. Perform knowledge transfer including: mentor; own trainings and workshops; take ownership of product rollout and end-user documentation; Create and Publish Knowledge Base articles and WIKI Documents; contribute to online customer forums; Create and Publish White Papers; drive creation of Knowledge in area of expertise and drive proactively proliferation of knowledge created externally and internally. Drive incident deflection initiatives; strengthen the community. Perform Support Without Incidents (SWI) including contributing ideas to help towards the vision of SWI; Drive projects aimed at achieving the PS vision of SWI. Perform additional tasks including work as functional expert in de-escalation and war rooms; support the management; provide extended and 24 our coverage; perform weekend duty manager tasks; report errors to development organizations and provide feedback for the development of new SAP Notes. Lead internal projects, extended across Line of Business (LOB) activities/communication; analyze incident pattern and trends in area of functional expertise such as increasing incident volume or decreasing customer satisfaction and identify the root cause; and identify supportability gaps and work on innovating/ improving supportability tools. 10% travel required.


Education and Qualifications/Skills and Competencies:


Bachelor's degree in Computer Science, Engineering, Information Technology, or related field of study and 3 years of experience required. The company will also accept a Master's degree and 2 years of experience.


Work Experience:


Experience must involve 2 years in the following: Java and object-oriented programming; Enterprise cloud application; Write SQL queries; JSON (JavaScript Object Notation), Javascript and Jquery; XML, including SOAP and HTML; Defect Management: Collaborate with development organization to troubleshoot and fix defects; Build API and fetch data suing Fiddler and/or Soap UI applications; HTTP Troubleshooting of Transport Layer Security (TLS) protocol upgrades; Fetch Big Data, analyze and create reports using API; and Troubleshoot and debug common web-browsers along with SSO (Single Sign-on) technologies, particularly SAML. 10% travel required.


Travel:  N/A


Internal use only: reference code lhrs4262



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This position is eligible for the SAP Employee Referral Program subject to the eligibility criteria outlined in the SAP Internal Employee Referral Policy.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Additional Locations:  

Requisition ID:  342540
Posted Date:  Jun 8, 2022
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0%

Pittsburgh, PA, US, 15212

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