Technical Support Specialist

hace 2 semanas

Ciudad de México, Ciudad de México SAP Fioneer A tiempo completo

ABOUT SAP FIONEER

SAP Fioneer develops innovative software and platforms designed to empower banks, insurance firms, and emerging challengers to operate, evolve, and expand efficiently, at scale, and with agility.

Supported by the global technology powerhouse SAP and the entrepreneurial investor Dediq, we uniquely blend the nimbleness of a start-up with the expertise and capabilities of a top-tier software organization. Leveraging a vast network of partners, we aim to be more than just a service provider: we strive to be a trusted and dependable ally, committed to placing financial services organizations at the forefront of the industry – from established institutions to disruptive newcomers.

With a global workforce of 1,000 professionals across 22 locations and over 800 clients in 17 countries, SAP Fioneer's pioneering ethos is driven by bold innovation and anchored by robust technology.

YOUR ROLE

As a Support Engineer, you will collaborate closely with clients to resolve issues and challenges, provide guidance for de-escalation, and manage ticketing systems along with performance metrics. This role involves conducting root cause analyses, establishing proactive strategies to prevent issue recurrence, maintaining known error databases, and ensuring quality assurance to identify error trends.

You will be committed to adhering to best practices while being pragmatic in ensuring our clients' success. This position typically operates with limited oversight, allowing you to exercise discretion and shape your responsibilities as you see fit.

YOUR RESPONSIBILITIES

§ Foster and strengthen relationships with key stakeholders in product support, engineering, and service delivery across various divisions of SAP Fioneer.

§ Collaborate with clients to troubleshoot and resolve issues effectively.

§ Provide expert guidance to clients in your area of specialization, ensuring a consistently high-quality customer experience.

§ Manage overall ticketing processes and metrics, including dashboards, reports, presentations, and related documentation.

§ Offer client training and guidance.

§ Ensure client satisfaction and drive continuous service improvements.

YOUR PROFILE

§ Strong analytical and problem-solving skills.

§ Experience in the financial services sector, particularly with SAP solutions, is advantageous.

§ In-depth knowledge of application or technical components.

§ Proficient communication skills in English.

§ Previous experience in support roles and ticket management.

§ Experience in managing client and stakeholder relationships.

§ A good command of English is essential, as most projects are international.

SKILLS

§ Problem Solving - Ability to identify and assess issues, determine root causes, prioritize solutions, and drive resolutions.

§ Communication and Presentation Skills - Ability to clearly articulate concepts and deliver effective presentations to both internal and external stakeholders.

§ Industry Knowledge - Expertise in financial services applications, preferably SAP.

§ Team Collaboration - Ability to cultivate strong relationships with team members.

WHAT WE OFFER

§ An opportunity to influence the rapidly evolving financial services landscape.

§ Flexibility to explore and gain experience in various areas of the organization as you advance your career.

§ A dynamic start-up culture with a seasoned team, a strong brand, and an impressive product portfolio.

§ Collaborate with some of the most talented and driven individuals globally.

§ Competitive compensation and numerous growth opportunities.

§ A flexible working policy, allowing you to work in a manner that suits you best.

§ Unmatched impact, exponential growth, innovative solutions, and continuous development.

§ A flat organizational structure focused on your personal growth and tailored career paths.

WELCOME TO THE WORLD OF FIONEERS

At SAP Fioneer, we merge robust technology with bold creativity. We partner with our clients to create a resilient, inclusive, and future-ready financial ecosystem. We are committed to developing financial services platforms and offerings that empower our clients to thrive in the fast-evolving financial services industry. Our systems are already market leaders today and will serve as the foundation for our clients' future success.

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