Summary: The role of the Development Support Engineer is crucial for ensuring customer success through effective implementation and delivery of technical solutions. This position involves collaborating with customers and partners, delivering on support KPIs, and solving complex software issues. Key responsibilities include documenting solutions in a knowledge base, coordinating across geographies and teams, and maintaining high standards in message processing and software enhancements.
The role is part of the Central Business Configuration Customer Success Team.

THE ROLE:

• Work together with customers and partners for successful implementation and delivery
• Deliver on support KPIs – Minimize initial reaction times, message processing times and other KPIs for internal / external customer issues
• Problem solving, ability to reason and isolate problems
• Document solutions in a knowledge base, so that subsequent problem solving is effective
• High engagement levels and ability to coordinate across geographies, development teams, lines of business to achieve customer success
• Ability to work in virtual team and act as “team player”
• Ability to assist team members in the development and implementation of technical solutions (Implementations, Upgrades and Migrations) and support with ongoing projects
• Analysis of complex software issues (on level Development Support)
• Ensure excellent quality and maintain high standards in message processing, customer notes, software corrections and software enhancements in the assigned areas of responsibility
• Organize and participate in the de-escalation of critical customer situations
• Provide corrections for data inconsistencies
• Contribute on continuous improvement of software quality adhering to defined requirement and bug processes

ROLE RESPONSIBITY:

• Bachelor’s degree in computer science, engineering, business, or comparable education
• 2-5 years of experience in a Development (preferred) or Support role
• Functional and/or technical experience with SAP S/4HANA Cloud (Public or Private) or other SAP cloud solutions
• Seek pragmatic and effective solutions with strong focus on customer satisfaction
• Data modeling & SQL skills
• Debugging skills, ability to do root-cause analysis and provide optimal solutions
• Experience in working with web technologies and/or in cloud-based environments
• Scripting/development experience in: Python or JavaScript/Typescript
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders