Associate Solution Support Engineer

3 weeks ago

San Ramon, California, United States SAP Full time

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

What you'll do

SuccessFactors Sales Performance Management is seeking a Technical Support Engineer to join our team located in our San Ramon, CA office location. Technical Support Engineers will work closely with our global support Team, customers and consultants to fully understand the problems to be solved for timely and highly satisfactory resolution. This position combines technical acumen with refined analysis skills to deliver the highest level of problem resolution to our customers, consultants, and partners.

Responsibilities include:

Act as the first point of contact for our customers, consultants and partners requiring application support.

Triage all incoming web, phone, and email case requests.

Provide phone, chat and email assistance to customers, consultants, and partners on the usage of Sales Performance Management products and integrated components, such as data transformation tools and report writing tools.

Research, analyze and troubleshoot to diagnose and resolve technical problems.

Install and configure the product suite to recreate issues and analyze for root cause.

Develop and maintain effective relationships with internal and external customers.

Proactively communicate client status, concerns, and issues to appropriate management team.

Contribute to our knowledge base and internal wikis.

Update support case tracking system to provide accurate and current documentation of issues.

Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.

Provide on-call support during weekend, on rotation-basis or when scheduled.

What you bring

Bachelor's degree in Computer Science, CIS, MIS, STEM or related field required.

1+ years of experience in a customer support environment, SaaS experience a plus.

Experience with relational databases such as Oracle, SQL Server, etc.

Experience with Linux and Windows operating systems.

Working knowledge of SQL and SQL stored procedures (PL/SQL, T-SQL).

Knowledge of the Java language including XML, Servlet, EJB APIs.

Knowledge of Tomcat and/or WebLogic.

Excellent customer relationship, organizational, verbal and written communication skills.

Excellent problem solving and listening skills.

Highly motivated, self-starter.

Meet your team

In the SuccessFactors Sales Performance Management team, we are not only invested in our people but are focused in supporting SAP's global customer base on their cloud journey. As a member of the team you will be a trusted advisor for our customers and become an advocate for the cloud mindset.

As a member of this team and the wider product support organization, you can be confident that focus will be placed on:

Career progression – At SAP we are known for offering employees the tools and support to develop in their career.

Training – each employee will have a development plan that involves a mixture of on-the-job learning and knowledge-based training.

A Supportive environment – we encourage expression, collaboration, individuality and diversity – you will work with global teams spanning a range of nationalities and languages

​

Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.

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:

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

​

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