Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization.
Deliver Core Customer Support
Proactive Support and Innovation Activities
Embrace Continuous Learning Culture
CORE CUSTOMER SUPPORT
Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.
PROACTIVE SUPPORT AND INNOVATION
Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities. (blog posts, tips and tricks, etc.)
Maintain your knowledge of new functionality and compliance changes.
Provide Coaching and Mentoring of new employees or colleagues for specific tasks. (e.g. as a EC-Coach)
Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable. Experience & Educational Requirements
2+ years of implementing, administering, and troubleshooting enterprise level applications.
Experience working with software applications with deep experience in Supply Chain Management, SAP Integrated Business Planning experience is a plus.
work experience in related field preferred. Professional Training & Certification.
Topic area specific technical/ functional curriculum.
Required profile
Experience
Level of experience:Mid-level (2-5 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.