SAP Customer Data Cloud Support Engineer

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!

SAP Customer Data Cloud (CDC) helps companies turn unknown site visitors into known, loyal and engaged customers. More than 500 of the world’s leading enterprises, including 50% of the comScore top 100 US web properties, rely on CDC to build identity-driven relationships with their customers while powering scalable, secure customer identity and access management (CIAM).  CDC is at an exciting stage of growth as the CIAM market is rapidly expanding and we need smart, energetic, capable team members to fuel our growth.

SAP CDC is growing quickly and we are expanding our Support Engineering team.  This team provides support to innovative customers who have implemented the CDC CIAM platform on their websites and in their applications.

In this role we are looking for someone who has a passion for great customer service. Be ready to hit the ground running with your technical capabilities, critical and creative thinking, and fast-paced problem-solving skills.

Key Responsibilities:

• Support customers who have implemented SAP CDC technology in their websites and applications
• Display exceptional customer service when providing inbound and outbound (phone, email, live chat) functional support and resolution to customers (external and internal)
• Obtain detailed and accurate information relating to the business impact of customer's issues utilizing effective questioning/troubleshooting techniques
• Assist the Support Team in generation, quality, and maintenance of Knowledgebase Articles
• Ensure Support Cases with third parties are updated to ensure customers or support updates are within SLA.
• While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP
• Manage or participate in improvement or prevention projects to improve the quality of the customer support organization
• Present the company in a positive and fair manner with timely updates and knowledgeable answers
• Develop knowledge of CDC APIs and product offerings + integrations

Requirements:

• Experience working with customer-facing
• Experience with creative problem solving
• Experience in web development and other web technologies such as HTML, CSS, JavaScript, etc. is preferred

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: 342517  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid