Customer Support Specialist - LeanIX

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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!

We are looking for a Customer Support Specialist, based in our Sao Paulo, Brazil who will help evaluate and support customer‘s request to support. As part of the global Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to analyze and enable our customers to efficiently and effectively use the LeanIX product suite while attempting to resolve their issues. You will be building strong relationships with our valued customers, understanding their needs, and educate them on the product functionality. 

The Customer Support Specialist role is an excellent pathway into the Customer Success Engineer as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Specialists have gone on to thrive not only in the Support organization but as a Success Engineer, Product Development and Customer Success Management, as well. 

What you'll do 

• You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience. 
• Provide initial response, operational assistance, and development of software workarounds and/or resolutions. 
• Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies. 
• Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success 
• Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer. 
• Ensure all issues are systematically tracked, escalated, and communicated. 
• Extensive participation in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice and insight to enhance the product. 
• Continuously improving the knowledge base and educating team members on improvements 
• Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non-technical contacts 
• Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our knowledge base. 
• Ability to showcase the potential of the support team to other teams and departments. 
• Ability to take complete ownership of parts of the support process. 
• Serves as a mentor and gives guidance to colleagues and new hires. 
• Able to think outside of the box to come up with creative solutions to fulfill the customers use-case. 

What you bring:

• 4+ years of relevant work experience in problem analysis case resolution.
• Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.
• Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.
• Strong written communication in English and Portuguese or Spanish, any additional second language is a plus
• Basic technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
• Understanding of Customer Support KPI/Metrics
• Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
• SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
• Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio)
• Passion for solving technical problems.

LeanIX empowers organizations with transparency around their as-is IT landscape, enabling them to visualize its interconnections, assess its support of business capabilities, and manage its continuous transformation. LeanIX is now an SAP company and this role will ultimately report into the LeanIX organization. Your application information will therefore be shared across SAP and LeanIX recruiting and hiring teams.

#LeanIX

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.

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: 390300  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.