Customer Service and Support

Associate Solution Support Engineer - SAP SPM

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'll do
In your role as Support Engineer, you will be responsible for providing best in class support to our SAP SPM (Sales Performance Management) customers. You will analyze and address issues faced by our customers, align their expectations, and collaborate closely with your team to ensure customers’ success. In your day-to-day you will:

  • Act as technical point of contact for all customers, consultants and partners requiring support on the usage of SAP SPM products and layered components.
  • Provide assistance through different communication channels, such as ticketing system, chat, remote session and e-mail.
  • Send first response for all your incoming cases, validating their business impact and priority, adhering to the corresponding SLAs (Service Level Agreement), and aligning the expectations about next steps and communication.
  • Analyze, research, and document your troubleshooting advances on all your assigned cases and service requests.
  • Act as a lead for Product Support when participating in meetings with customer's technical personnel once required.
  • Act as a key contributor in the creation of documentation for both internal and external use.
  • Provide support during late shift on some weekdays (25% – 50%), on a rotation-basis.
  • Provide support during weekends on a rotation-basis or when scheduled.


What you bring
Are you analytical, customer centric, self-motivated, and enjoy problem solving? Do you enjoy continuous learning and working efficiently in a fast-paced environment?
If this sounds like you, you will also bring:

  • A completed or on going Bachelor’s degree in Computer Science or related field.
  • Excellent customer relationship, organizational, verbal, and written communication skills in English.
  • Experience in a technical support and customer facing role.
  • Knowledge with relational databases such as Oracle, SQL Server, or SAP HANA.
  • Knowledge with Linux and Windows operating systems.
  • Foundational knowledge on:
    • SQL and SQL stored procedures (PL/SQL, T-SQL).
    • Scripting programs, such as Python and Groovy.
    • Web Application Servers, such as Tomcat and WebLogic.
    • Java language including XML, Servlet, EJB APIs.


Meet your team
Together with your team, you will work on Brazil Support Team for SAP SPM. SAP SPM is a cloud-based incentive and compensation management software for businesses of all sizes. It allows organizations to design, modify, and manage custom compensation plans to improve employee engagement, loyalty, revenue, and sales. We are highly motivated and skilled Support Engineers with locations in Brazil, US, India, and Serbia. Together with our company, we help the world run better and improve people's lives.



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:
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: 367026  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

Requisition ID:  367026
Posted Date:  May 18, 2023
Work Area:  Customer Service and Support
Career Status:  Graduate
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

São Leopoldo, BR, 93022-718

Job alert

Job Segment: ERP, SAP, Cloud, Database, SQL, Technology