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.

Job Description Overview

As part of the ISBN [Intelligent Spend & Business Network] team, the primary function of the Solution Support Engineer is to use product & technical expertise to support customers experiencing issues on the SAP Ariba applications.

The Solution Support Engineer delivers an exceptional customer experience by:

• Using knowledge of SQL and Java to troubleshoot and resolve issues

• Focusing on customer service, including frequent, high-quality communication

Duties and Responsibilities

• Provide direct technical assistance with customers via Service Now [SNOW]

• Provide support via Real-Time channels, such as phone and chat.

• Own and manage concurrent cases in a ticketing system

• Provide ongoing and timely communication to customers regarding the status of their issues

• Troubleshoot customer issues to resolution

• Create internal/external content for SAP Aribas User Community and internal knowledgebase

• Collaborate with and develop strong working relationships with cross-functional, global teams

• Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects

• Provide on-call support during evenings and weekends as required by a rotational schedule

• Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released

• Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible

• All other duties as assigned

Skills

• Be proficient in both English and an additional European language (French, German, Italian will be the biggest advantage.)

• Experience with one or more of the following:

• Handson experience on SQL

• Reading Java and object-oriented programming

• Troubleshooting and debugging common web-browser issues

• Exceptional written and oral communication skills

• Effectively handle difficult and challenging customer interactions

• Proven ability to manage multiple tasks or projects with changing priorities

• Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds

• Thrive in a fast-paced environment

• Ability to work cross-culturally

Good to Have:

• Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Business Network for Procurement (formerly known as Ariba Network), CIG and supply chain.

Preferred Qualifications

• Bachelors degree with 2 Years working experience in Support, Software Development, IT, or Quality Assurance

• Experience working with Spend Management Solutions

• Experience in a previous technical support or customer service role

• Experience with SAP Products/other ERP applications

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

SAPs 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: Careers@sap.com .

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 : SAPbelieves the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is T2 USD.The actual amount to be offered to the successful candidateswill be within that range, dependent upon the key aspects of each case which may include education, skills,experience, scope ofthe role, location, etc. as determinedthrough theselection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms.A summary of benefits and eligibility requirements can be found by clicking this link: SAP North America Benefits (https://www.sapnorthamericabenefits.com/en/public/welcome) .

Requisition ID: 402853| Work Area: Customer Service and Support| Expected Travel: 0 - 10%| Career Status: Professional| Employment Type: Regular Full Time| Additional Locations: #LI-Hybrid