Job Description

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!

PURPOSE AND OBJECTIVES

The primary function of the SAP Solution Support Engineer is to provide dependable and timely resolution for complex customer issues within world-class procurement applications. The Solution Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience. We are customer obsessed.

EXPECTATIONS AND TASKS

• Own and manage concurrent cases in a ticketing system, primarily escalations and Priority 1 problems.
• Provides solutions to technical issues impacting customers\' business processes and their ability to conduct commerce through SAP Procurement applications.
• Adheres to KPIs, especially responsiveness SLAs and productivity goals.
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions. Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
• Collaborates with global solution support engineers across the product area to drive positive customer outcomes.
• Provides ongoing and timely communication via phone and email to customers regarding the status of their requests.
• Drives creation and maintenance of Knowledge Base. Knowledge sharing drives proactive proliferation of information that is internal and external facing.
• Maintains good collaboration with other SAP LOBs teams to drive a smooth experience for customers.

REQUIREMENTS

• Degree in Information Technology/Computer Science area and experience in product Support, Software Development, DEV OPS, or Quality Assurance
• Good verbal and written communication skills in English.
• Can successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• Proven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturally
• Must show strong analytical skills and can translate business requirements into technical solutions

NICE TO HAVE

• Experience working with Spend Management or Procurement Solutions
• Experience using Splunk
• Deep knowledge of SQL in a practical environment
• Experience with big data analysis.
• Understanding of External Workforce Process and Operations
• Experience in one or more of the following areas:

• SQL
• JSON
• JAVA
• Javascript

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 . 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: 371491 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Requisition ID: 371491

Posted Date: Apr 26, 2023

Work Area: Customer Service and Support

Career Status: Professional

Employment Type: Regular Full Time

Expected Travel: 0 - 10%

Location:

Kuala Lumpur, MY, 59200

Job alert

The key to SAP\'s success? Our people.

We grow. We lead. We innovate - together! We believe that the difference between success and failure is a great team. As colleagues, we support, challenge, and inspire one another every day. We\'re results-driven and ready to go the extra mile for our customers. We all work from different places dealing with different challenges and opportunities. But our goal is mutual. We build breakthroughs, together.

Driven by innovation? It\'s in our DNA.

At SAP, innovation is more than just developing top-notch software - it\'s creating technologies that open up new possibilities. As a cloud company we are future-proofing our customers\' business and building systems that provide a foundation for growth and innovation. We know this doesn\'t happen by accident, so we provide a working environment that promotes free thinking, bold ideas, and collaboration. Of course, having the resources and expertise of a major global organization helps too.

Got ambitious goals? Achieve them - at SAP.

Stay relevant, agile, successful. SAP\'s robust portfolio of learning and development offerings helps you unlock your potential, stay ahead of technology and accelerates your career. At SAP, we want to make sure our employees are happy, healthy, fulfilled, challenged - and working towards their individual career goals.

SAP