Support Engineer - HANA Team - Product Support Job

Job description

Requisition ID: 111158
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

Do you demand the best from your professional career? Are you inspired by excellence? At SAP, you will have the power to make a real impact. As the global market leader for business software, SAP helps companies and organizations in more than 25 industries to run better.

As a Support Engineer, you trouble-shoot and solve incoming customer problems that are reported online through the customer service system at SAP®. This task regularly involves liaising with development teams. By utilising teamwork, knowledge databases, problem simulation, and remote work on customer systems, you will collaborate to resolve issues while achieving excellent customer satisfaction.

The SAP community of employees, partners and customers is vast - the SAP Community Network ( http://scn.sap.com ) has over 2.5 million members.
The worldwide Product Support team of ~3000 is committed to the success of our customers through outstanding technical support. We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.

Make a difference - become a member of the SAP Community and help the world Run Better ( https://www.youtube.com/watch?v=qt-kBjcI8y4 )!

EXPECTATIONS AND TASKS

Among other responsibilities, you should expect to do many of the following:

·  Analyse and resolve customer Incidents by means of knowledge databases (SAP Notes service, solved incidents and documentation) and verification of software customising entries and hardware parameters.
·  Report errors and identify possible resolution to development support
·  Provide consulting for customers on procedural issues and queries
·  Provide Mission Critical Support on weekend and evening shift as scheduled
·  Share knowledge within a global team
·  Create content for and maintain the technical knowledge databases
·  Create check tools and workarounds for customers' issues
·  Write code corrections & workaround in ABAP/ JAVA
·  Create supportability and analysis tools for customer use

SKILLS AND COMPETENCIES

Required:

·  Proficiency with operating systems (Unix or Microsoft Windows)
·  Knowledge of object orientated programming (ABAP, Java, SQL)
·  Reasonable knowledge of relational databases (Oracle, MS SQL or SAP® HANA)
·  Proficiency with PCs and desktop software
·  Excellent customer focus & English communication skills (oral and written)
·  Bias toward action and initiative
·  Problem solving and analytical skills
·  Systematic, communicative, and creative focus
·  Flexible approach to working in teams
·  Experience in HR functions such as Payroll an advantage
·  Advanced diagnostic and technical analysis skills
·  Knowledge of systems integration.
·  Excellent English communication skills (written and oral)
·  Excellent diagnostic and technical analysis skills
·  Ability to assess, plan and troubleshoot while collecting information about the customer issue
·  Databases (SAP HANA, Oracle, DB2, SQL Server, SQL Anywhere, ASE, MySQL, etc.)
·  Operating systems (Windows Server, Linux, AIX, etc.)
·  Object-oriented programming (Java, C++, ABAP, etc.) and programming logic
·  SAP Products & Solutions (SAP NetWeaver, SAP Business Suite, SAP BusinessObjects, etc.)

Preferred:

·  Experience in troubleshooting distributed systems, including installation, migration and networking
·  Knowledge of business and financial processes

WORK EXPERIENCE

Experience working with customers is a plus
Previous internship experience would be an asset

EDUCATION

Degree in Computer Science , Information Technology , Software Engineering , Business Information Sys

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 Recruiting Operations team (Americas: ************@*******.** or ************@*******.** , APJ: ************@*******.** , EMEA: ************@*******.** ). Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations: No Selection

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