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Customer Service and Support

Support Engineer

What we offer

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!

 

 

Company Description

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

Department:  Business Network and Applications (SAP Ariba)

 

Job Description Overview
 

The primary function of the Technical Support Engineer is to provide dependable and timely resolution for complex software issues related to the Ariba Network product area. The Technical Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience.

 

The Technical Support Engineer uses knowledge of EDI, XML and SQL and interfaces with 3rd party vendors and internal technical teams to drive issues to resolution.


Duties and Responsibilities
 

  • Provide direct technical assistance with customers via phone and email
  • Own and manage concurrent Service Requests in a ticketing system
  • Provide ongoing and timely communication to customers regarding the status of their requests
  • Troubleshoot customer issues to resolution
  • Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
  • Collaborate with and develop strong working relationships with cross-functional, global teams
  • Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects
  • Provide on-call support during evenings and weekends as required by a rotational schedule
  • Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
  • Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
  • All other duties as assigned
     

Skills
 

  • Experience with one or more of the following technologies:
    • Writing SQL queries
    • XML
    • EDI (X12 or EDIFACT) including AS2 and VAN connections
    • Fiddler or Soap UI
  • Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs
  • Exceptional written and oral communication skills; ability to listen and work with customers in real-time
  • Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
  • Proven ability to manage multiple tasks or projects with changing priorities
  • Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
  • Thrive in a fast-paced environment
  • Ability to work cross-culturally


Preferred Qualifications
 

  • Bachelor’s degree with a technical discipline
  • 2 Years working with a web-based software solution
  • Experience working with Spend Management Solutions
  • Experience in a previous Technical Support role
     

Basic Qualifications
 

  • Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance

 

 

We are SAP

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.

 

Our inclusion promise

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: Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com.

 

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:312041 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time  | Additional Locations: 

Support Engineer

Facility:  312041
Posted Date:  Nov 23, 2021
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

Pittsburgh, PA, US, 15212


Nearest Major Market: Pittsburgh

Job Segment: ERP, Engineer, Developer, SAP, Database, Technology, Engineering