SAP Signavio Support Engineer (m/f/d)

at  SAP

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.

Your daily work will contain the following, in percentage what you will be doing mostly: Issue Resolution

• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
• Interact with network services, software systems, and applications.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your own schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers.
• You will thoroughly document all issues, develop and review content for knowledge base using KCS.
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

Internal Improvement and Collaboration

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• You assist in the QA of beta products and pre-GA versions.
• Other teams, such as CSP, rely on your help and assistance with technical product issues.
• Helping the development or improvement of internal processes and tools to enhance the team’s performance and daily work.