Customer Service and Support

Technical Support Engineer - Procurement

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Job Description Overview

As part of the ISBN [Intelligent Spend & Business Network] team, the primary function of the Technical Support Engineer is to use product & technical expertise to support customers experiencing issues on the SAP Ariba applications.


The Technical Support Engineer delivers an exceptional customer experience by:

· Using knowledge of SQL and Java to troubleshoot and resolve issues

· Focusing on customer service, including frequent, high-quality communication


Duties and Responsibilities

· Provide direct technical assistance with customers via Service Now [SNOW]

· Own and manage concurrent cases in a ticketing system

· Provide ongoing and timely communication to customers regarding the status of their issues

· Troubleshoot customer issues to resolution

· Create internal/external content for SAP Ariba’s User Community and internal knowledgebase

· Collaborate with and develop strong working relationships with cross-functional, global teams

· Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects

· Provide on-call support during evenings and weekends as required by a rotational schedule

· Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released

· Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible

· All other duties as assigned



· Experience with one or more of the following:

o Handson experience on SQL

o Reading Java and object-oriented programming

o Troubleshooting and debugging common web-browser issues

· Exceptional written and oral communication skills

· Effectively handle difficult and challenging customer interactions

· Proven ability to manage multiple tasks or projects with changing priorities

· Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds

· Thrive in a fast-paced environment

· Ability to work cross-culturally


Good to Have:

· Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Business Network for Procurement (formerly known as Ariba Network), CIG and supply chain.

· German Language Skills.


Preferred Qualifications

· Bachelor’s degree with 2+ Years working experience in Support, Software Development, IT, or Quality Assurance

· Experience working with Spend Management Solutions

· Experience in a previous technical support or customer service role

· Experience with SAP Products/other ERP applications.


Basic Qualifications

· Bachelor’s Degree with a minimum of 3+ years of experience in Support, Software Development, IT, or Quality Assurance


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: 391111  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.

Requisition ID:  391111
Posted Date:  May 3, 2024
Work Area:  Customer Service and Support
Career Status:  Professional
Employment Type:  Regular Full Time
Expected Travel:  0 - 10%

Sofia, BG, 1407

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Job Segment: Technical Support, Technical Support Engineer, ERP, Cloud, Procurement, Technology, Engineering, Operations