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