Associate Solution 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!

What you'll do

The Associate Solution Support Engineer provides dependable and timely resolution of complex SAP Procurement software issues. The Support Engineer is focused on customer service and communication to provide exceptional user experience.

• Incident Solving
  • Own and manage incidents using our ticketing system while providing end to end solutions to technical issues.
  • Report errors and code defects to development organizations; collaborate to prioritize fixes and validate solutions.
  • Participate in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
  • Adhere to key performance indicators (KPIs), especially responsiveness service-level agreements (SLAs) and productivity goals.
  • Willingness to learn new innovations and should keep abreast of relevant new SAP features / releases.
  • Anticipate customer needs and effectively address concerns related to their issue or resolution.
  • Provide ongoing and timely communication via phone and email to customers regarding the status of their requests.
  • Provide on-call support during evenings and weekends as required by a rotational schedule.
  • Support customers through Realtime Support channels.
• Knowledge Transfer
  • Develop strong working relationships with cross-functional teams.
  • Drive creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.

What you bring

• Bachelor's degree with a major or minor in Computer Science, Information Science, or related subject is required.
• 3-6 months related expereince (can be internship, work-study, or full time) is preferred
• Knowledge of business processes and transactions such as PR/PO, invoices, catalogs and punch-out catalogs, contracts, sourcing or supply chain, is preferred.
• Eagerness to learn is required.
• Candidates must be local to Pittsburgh, PA and must be willing to work a hybrid schedule with at least 2-3 in-office days per week.
• SAP is not offering domestic or international relocation benefits for this role
• SAP is not currently offering visa sponsorship for this role

Meet your team

As a Support Engineer, you will support our customers on their journeys to achieve real-time intelligent spend management. You will present the results of your troubleshooting and your recommendations to customers' site administrators and stakeholders. You'll have the chance to provide solutions to complex technical issues impacting customers' business processes and their ability to conduct commerce through SAP applications.

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: [email protected].

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.

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 annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 40,700 - 91,300 USD. The actual amount to be offered to the successful candidate 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. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 373212 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Requisition ID: 373212

Posted Date: May 18, 2023

Work Area: Customer Service and Support

Career Status: Graduate

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location: