SAP Cloud Product Support Associate/Engineer with German - ByD/C4C Job in Galway, Ireland

Requisition ID: 151770

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better. As part of The SAP Cloud Product Support team, this role supports the SAP SaaS Cloud Product Portfolio. The Support Engineer is responsible for assisting our customers by troubleshooting issues, answering questions and providing solutions for reported incidents. It also is a combination of post go‐live customer support and/or system administration.

Main responsibilities include the following:

  • Analyse incidents, research solutions and provide answers easily understood by customers

  • Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels

  • Document solutions to known issues and consulting questions

  • Develop technical solutions to be posted to both internal and external knowledge base

  • Liaising with Development and Field Teams to identify application errors and missing product functionalities for future releases (legal/non-legal requirements)

  • Liaising with production management to identify and report application errors

  • Document issues in a CRM system and defects in our engineering tracking tool

  • Act as a liaison between our Product Management and Engineering teams

  • Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product Technical Skills/Experience:

  • Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field

  • Fluent English & German, written and oral.

  • Understanding the technical differences between on premise and cloud-based solutions

  • Knowledge in Customer Infrastructure and Technology: Good knowledge of most common operating systems, MS Office Suite and basic networking concepts.

  • Good understanding of mobile devices & technologies, web services concepts as well as HTTP/HTTP protocols and XML knowledge.

  • Basic knowledge of a programming language (preferable an object oriented language) would be an advantage.

  • Understanding general use of add-ons, SSL certificates and system communications and security protocols

  • Analytics: Understanding of report capabilities, how report fetches data, customization concepts in analytics and features such as broadcasts, cloud data sources, KPIs would be preferred.

  • Knowledge in business processes would be an advantage. Personal Skills:

  • Self-motivated, self-driven, curious, open minded, resourceful and flexible with the ability to learn quickly

  • Passionate about learning new concepts and technologies

  • Strong analytical and problem solving skills

  • Active team player

  • Ability to work with minimal direction

  • Excellent communication and presentation skills

  • Flexibility with working hours

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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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