Next Generation Support Engineer

We are looking for recent college graduateinMonterrey, Mexicowho is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.

What you'll do

• Enable customers to implement and operate their SAP solutions efficiently
• Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service
• Perform the root cause analysis of reported incidents
• Participate in global projects around support processes, infrastructure requirements and quality assurance
• Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
• Provide consulting for customers on procedural issues and queries
• Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions
• Maintain personal broad knowledge of product area and deep component expertise
• Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
• Provide weekend and evening shifts as scheduled when necessary
• Maintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs)
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
• Familiarize yourself and act in accordance with SAP Support Strategy and Culture
• Handle escalated customer issues

Proactive Support and Innovation Activities

• Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
• Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)
• Test internal systems to prevent future issues on customers' systems
• Support and participate in innovation projects aimed at achieving our Vision and Goals
• Show an ability to adapt to changes and a flexible approach to working with different teams
• Demonstrate excellent customer focus and communication skills internally and externally
• Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
• Develop product specialization in at least one product area
• Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)

What you bring

• Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
• Experience in Support, Consulting, Software Development, IT, or Quality Assurance.
• Solid experience in a previous customer service role providing technical support
• Degree in Information Technology/Computer Science or similar areas
• Ability to effectively handle difficult and challenging customer interactions
• Ability to manage multiple tasks and projects with changing priorities
• Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus
• Successful in troubleshooting 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
• Ability to thrive in a fast-paced environment and to work cross-culturally
• Experience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes is an asset

Experience with one or more of the following:

• Analyzing logs based on error codes
• Reading Java and object-oriented programming
• XML, including SOAP and HTML
• Fiddler and/or Soap UI applications
• HTTP and security

About SAP
With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives.
As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. F