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.

SUMMARY

As an Associate Solution Support Engineer, you will troubleshoot and solve incoming customer issues through multiple channels, such as cases, Expert Chat and Schedule an Expert. Collaboration, customer focus and communication are key to achieving strong customer satisfaction and these are assets we associate to the role of an associate within Public Cloud ERP. Functionally, some key tasks are listed below:

• Analyse and resolve customer Incidents by means of knowledge databases and verification of software customising entries and hardware parameters.
• Report errors and identify possible resolution to development support
• Become an active participant in the SAP community, developing as a trusted advisor
• Provide consultation for customers on procedural issues and queries
• Provide Mission Critical Support on weekend and evening shift as scheduled
• Share knowledge as a collaborator and advocate for our global engineer community
• Create content for and maintain the technical knowledge database
• Drive all aspects of the engineer E2E workflow (Pulse, Swarming, KCS etc)
• Leverage the resources within the portfolio to progress and develop your own career.

If successful, you’ll join an experienced team in Ireland and collaborate with your colleagues globally across teams based in EMEA, AMER and APJ. You’ll support our customers and partners with a cloud mindset and work with industry defining applications across our BTP suite. You’ll build your troubleshooting expertise across topics such as; APIs, Debugging, configuration and research methodologies.

ROLE REQUIREMENTS

• Previous internship or related work experience would be an advantage
• Experience in Public Cloud ERP and Databases or operating systems – desirable
• Degree in Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science or a related discipline is preferable
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions
• An early adopter / cloud mindset and the ability to thrive in a changing environment
• Strong collaboration skills and a flexible approach to working in teams
• Excellent customer focus & English communication skills (oral and written)
• Shift / weekend work flexibility will be required or as per business need

As an Associate Solution Support Engineer, you will troubleshoot and solve incoming customer issues through multiple channels, such as cases, Expert Chat and Schedule an Expert. Collaboration, customer focus and communication are key to achieving strong customer satisfaction and these are assets we associate to the role of an associate within Public Cloud ERP. Functionally, some key tasks are listed below:

• Analyse and resolve customer Incidents by means of knowledge databases and verification of software customising entries and hardware parameters.
• Report errors and identify possible resolution to development support
• Become an active participant in the SAP community, developing as a trusted advisor
• Provide consultation for customers on procedural issues and queries
• Provide Mission Critical Support on weekend and evening shift as scheduled
• Share knowledge as a collaborator and advocate for our global engineer community
• Create content for and maintain the technical knowledge database
• Drive all aspects of the engineer E2E workflow (Pulse, Swarming, KCS etc)
• Leverage the resources within the portfolio to progress and develop your own career