Associate Solution Support Engineer

Requisition ID: 362037

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Graduate

Employment Type: Regular Full Time

Career Level: T1

Hiring Manager: Jonathan DyeRecruiter Name: Jodee-Ann Williams

Additional Locations:

Associate Solution Support Engineer will work closely with the Global Support Team, customers, and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with analysis skills to deliver the highest level of problem resolution to SAP SPM customers, consultants, and partners.• Act as the first point of contact for all customers, consultants and partners requiring application support.• Research, analyze and troubleshoot all incoming case and service requests.• Provide chat and email assistance to customers, consultants, and partners on the usage of SPM products and layered components.• Send first response for all incoming cases verifying the severity, next steps, ETA for next communication.• Act as a lead for Product Support when participating in meetings with customer's technical personnel as required.• Act as a key contributor in the creation of documentation for both internal and external use.• Proactively communicate customer status, concerns, and issues to appropriate management team.• Update support case tracking system to provide accurate and current documentation of issues.• Provide on-call support during weekend, on rotation-basis or when scheduled.

Qualifications:• Bachelor's degree in Computer Science, CIS, MIS, STEM or related field required.• 3+ years in a technical support and customer facing role. SaaS experience preferred.• Knowledge or experience with relational databases such as Oracle, SQL Server, etc.• Knowledge or experience with Linux and Windows operating systems.• Foundational knowledge of technology components such as:• SQL and SQL stored procedures (PL/SQL, T-SQL)• Scripting programs e.g., Python, Groovy• Web Application Servers e.g., Tomcat, WebLogic• Java language including XML, Servlet, EJB APIs• Excellent customer relationship, organizational, verbal, and written communication skills, problem solving and listening skills.• Highly motivated, self-starter

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

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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 .

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is 46,700-63,000 USD. The actual amount to be offered to the successful candidates will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits .

Requisition ID: 362037

Posted Date: Jan 4, 2023

Work Area: Customer Service and Support

Career Status: Graduate

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location:

Birmingham, AL, US, 35243