Consulting and Professional Services

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!

 

Product 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 purposedriven 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.

 

You will work in a fully global environment to ultimately help our customers to run at their best, solving the problems they have with our products. This position combines technical acumen with analysis skills to deliver the highest level of problem resolution to SAP customers.

 

ABOUT THE ROLE:

- Act as the first point of contact for all SAP customers

- Research, analyze and troubleshoot all incoming customer inquiries

- Provide support to customers on the usage of SAP Business Technology Platform (BTP)

- Maintain effective relationships with internal and external stakeholders

- Proactively communicate customer status, concerns and issues to appropriate management team

- Write documentation related to the problems and their root causes

- Provide support during weekend when scheduled

- Work at least half your working days on late shift (from 12:30 to 21:00 Brazil time) to help on the global coverage

 

QUALIFICATIONS:

- Advanced/fluent English communication

- writing and speaking skills

- Bachelor’s degree in Computer Science, Analysis and Systems Development or related field required.

- Excellent customer relationship, organizational, verbal and written communication skills, problem solving and listening skills

- Work experience with a customer support related area is a plus

- Programming knowledge is a plus

- Required competencies:

  •  Time Management: we’re a very busy team, and managing time is a key pillar to ensure collaboration to global queue and great customer experience.
  • Growth mindset: we all have successes, as much as we have mistakes. The most important piece is to come prepared to grow through those scenarios and share with us how you overcome challenging situations to bring successful results.
  • Communication: being a person that truly enjoys being in touch with customers and stakeholders to provide best support experience possible to customers.
  • Collaboration: in our team, working in collaboration is what makes us succeed through the challenges. Collab is essential for the team growth, networking growth and reputation in the ecosystem we maintain relationships that support our work to deliver successful support experiences to customers.
  • Resilience: if life gives you lemons, make a lemonade! We’re looking for people who is resilient in challenging times, and clearly understands that feedbacks should always be accompanied of proposals on how to solve.
  • Analytical thinking and solution oriented: troubleshooting is a form of art. If you consider yourself a curious person, with critical analytical skills sharpened, this is the place to be! Also, we’re looking for people that carries the DNA of daily ticket handling.

 

LOCATION: Sao Leopoldo (hybrid work model)

 

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: 342604  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid
 

Requisition ID:  342604
Posted Date:  Jun 18, 2022
Work Area:  Consulting and Professional Services
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%
Location: 

São Leopoldo, BR, 93022-718

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