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Support Associate / Engineer

As part of The SAP Cloud Product Support team, this role supports SuccessFactors solutions specifically SF Integrations Support. The Support Associate/Engineer is responsible for assisting our customers by troubleshooting issues, and providing solutions for reported incidents. It combines post go-live customer support and/or system administration.

Job description:

  • Analyse the incident, research solutions and provide solid answers easily understood by customers
  • Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
  • Document solutions to known issues and consulting questions
  • Develop technical solutions to be posted to both internal and external knowledge base
  • Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
  • Liaising with product management to identify and report bugs.
  • Document issues in a CRM system and defects in our engineering tracking tool
  • Act as a liaison between our Product Management and Engineering teams
  • Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that involve improving our product
  • Adhering to SLA’s and providing high Customer Satisfaction

Candidate Profile

  • Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field
  • Fluency in English essential and 2nd European language preferred
  • Familiarity with general IT concepts
  • Solid understanding of Internet technologies
  • Familiarity with general business terms and processes

Preferred (but not explicitly required):

  • Knowledge of any one object oriented programming language (Java, C++, ABAP/4 etc).
  • Familiarity with HTTP/HTTPS protocols as well as XML
  • Familiarity with RDBMS database concepts
  • Familiarity with operating system, networking concepts
  • Awareness of security protocols
  • Knowledge of File Transfer protocols
  • Experience with HRIS systems
  • Strong time management and multi tasking capabilities
  • Flexibility with working hours

What we offer

  • multinational and friendly circumstances
  • competitive salary package
  • permanent full time position

Support Associate / Engineer

Full time
no work experience required

Published on 27.02.2020