Senior Support Engineer (hybris Developer Support on Java) Job
Graduate job Dublin (Dublin City) IT development
Job description
Requisition ID: 63343
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.
PURPOSE AND OBJECTIVES
SAP hybris is actively looking for Product Support Engineers, with Java development background as preferred. The Product Support Engineer is primarily responsible for handling customer incidents that involves analysing customer's business issues or requirements, developing functional and technical solutions, continuous optimization. This role involves intensive remote customer engagements throughout the entire lifecycle of an incident.
We are looking for a strong Support Engineer who is dynamic and flexible with a solid business and technical background that can be applied to enterprise applications. Proficient knowledge and experience of Java EE development is required. Ideal candidates will possess the ability to work independently, and collaborate with technical and non-technical individuals on daily basis with high level commitment to quality. And, provide high-quality technical support to our hybris partners and customers.
EXPECTATIONS AND TASKS
• Provide highly-quality, active Support to our customers and partners, utilizing our Incident Management system and processes
• Identify, understand, perform root cause analysis, troubleshoot to resolution on product-specific customer reported issues in timely manner
• Reproduce customer issues in-house, following customer's scenario and test for possible solutions
• Collaborate with our R&D, Maintenance/Dev teams for handling complex technical issues and continuous application improvement
• Actively contribute to improve our support processes and support without incident initiatives
• Share knowledge across the teams, and help maintaining our knowledge base
• Open to contribute to internal projects and perform ad-hoc responsibilities as required
• Flexible to work in shifts and on weekends when required
• Demonstrate self-driving and leadership skills, lead projects, mentor/train others
• Ability to handle complex and escalated customer incidents
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
EDUCATION
• Bachelor's Degree in Computer Science, Information Technology, Software Engineering or similar is required
• Master's Degree in Computer Science, Information Technology, Software Engineering or similar is preferable.
WORK EXPERIENCE
• 3 - 5 years' experience with Java EE development
• Previous experience in a Support Role would be an advantage
PROFESSIONAL SKILLS & COMPETENCIES
• Hands-on experience with Enterprise Software projects
• Experience of JAVA application server development (familiarity with J2EE development and Spring framework, Java IDE like Eclipse, NetBeans, IntelliJ, Tomcat)
• Experience in Web development technologies including, HTML, CSS and JavaScript (familiar with main stream JS lib like JQuery, Dojo etc)
• Experience with Object-Oriented (OO) design and familiarity with Design Patterns
• Experience in Business Process Analysis and Data Modeling
• Experience working with Databases/RDBMS
• Hands on different flavors of operating systems, Linux & Windows Servers
• Experience on Full Project Lifecycle, including requirements gathering, development, configuration and operation is advantageous
• System integration and system administration experience a plus
• Excellent verbal and written English communication skills, with ability to effectively handle a diverse group of customers, partners, and colleagues
• Strong Time-Management and prioritization skills
• Knowledge of second language is a plus
• Knowledge of E-commerce solution and business processes preferable
• Knowledge/certification of hybris E-commerce is a plus
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 HR Direct (Americas: ************@*******.** , APJ: ************@*******.** , EMEA: ************@*******.** ). Requests for reasonable accommodation will be considered on a case-by-case basis.
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