Support Engineer Associate BTP Analytics

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

Key Areas of Responsibility and Tasks

Our Product Support team is driven by a desire to provide customers outstanding technical support and an effortless experience in issue resolution.  The primary responsibility of the support engineer is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products. We are part of a global, multi-cultural team who celebrates diversity and encourages everyone to bring their best self to work.  We are multipliers who share our skills and help each other to grow. We proactively investigate and master a wide range of technologies and our products, working closely with our customers to resolve any issues they face. We measure our success through our customers' satisfaction and low effort.

Responsibilities

• Enabling customers to implement and operate their SAP solutions efficiently by owning their reported problems and questions resolution in a timely manner and effective communication providing state-of-the-art support services for Enterprise level.
• Achieving key performance indicators such as customer satisfaction, response time, and backlog management as an individual contributor.
• Assisting new hires in adapting to the best practices and troubleshooting tools for case management.
• Embracing and utilizing our Support tools to drive efficiency and effectiveness in your case management practices.
• Actively seeking out learning opportunities to upskill and quickly adapt to changes.
• Actively participating in team meetings and contribute to knowledge management in specific areas while demonstrating a customer-oriented focus.

Additionally:

• Participating in scheduled after-hours support and weekend shifts.
• Flexible approach to working in hybrid mode – virtually as well as meeting with the team in the office environment.
• Help ensure high-quality standards by reporting any errors to the development team/organization.

Experience & Language Requirements

Qualifications

• Good written and verbal communication skills in English.
• Good diagnostic and technical analysis skills
• Good Time Management Skills
• Excellent diagnostic and technical analysis skills
• Ability to assess, plan and troubleshoot while collecting information about the customer issue

At least some of the following subject matter:

• Knowledge in SAP Analytics technologies: S/4HANA Embedded Analytics, BW/4HANA, SAP Fiori, HANA XS applications, Google/Azure/AWS Cloud technologies and BI/visualization tools desirable and would be a benefit.
• Databases (SAP HANA, Oracle, DB2, SQL Server, MySQL, etc.)
• Operating systems (Windows Server, Linux, command line interface)
• Data communications and networking (HTTP, TCP/IP, DNS)
• Security and Authentication technologies such as SAML, SSL and SSO.
• Object-oriented programming (Java, C++, ABAP, etc.) and programming logic, debugging.

Work Experience/Nice to have:

• Previous experience providing technical support for enterprise-level software implementations.
• Previous experience in providing outstanding customer service.

Education

Degree in Information Technology/Computer Science/Computer engineering or similar areas or University Students expecting to graduate in the next two years or equivalent work experience in related field.

Meet your team

We are the SAC Team, part of the Business Technology within the SAP Technical Support, our team values learning and sharing knowledge. Together, we uplift and support one another, always speaking our truths with honesty and integrity. We foster an environment of collaboration, freely sharing knowledge and inquiring without hesitation, a place we also have fun. Our office serves as a hub for connection, where we forge strong bonds as a team. We approach our work with an insatiable curiosity, constantly seeking to expand our understanding assist and respect both our fellow teammates and valued customers.

​Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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.

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: 407853  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.