Technical Support Engineer (SAP Ariba) Job

Job description

Requisition ID: 131937
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

 

COMPANY DESCRIPTION

 

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

 

Job Overview:

The Technical Support Engineer acts as a technical support for clients and provides third line of technical support for Ariba’s enterprise software products. You would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to all product related technical issues. The candidate is expected to be self-motivated, proactive, results-oriented and able to provide a high level of customer satisfaction through the delivery of world-class technical support services.
Engineer may interface with technical implementation teams which include Application Developers, System Integrators, Database Administrators, System Administrators, and Ariba Consulting. The Engineer will also work with the Ariba software development engineering team to work through complex software functional issues and product defects.

 

Duties and responsibilities:

• Respond to requests and queries from customers using Ariba products while ensuring customer satisfaction.

• Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to

help customers.

• Research, document, and escalate cases according to procedure.

• Work closely with customers and Ariba Engineering on escalated critical issues and ensure they are resolved in

the most timely and effective manner possible.

• Customer driven feedback to functional areas in order to influence process/product improvements.

• Actively participate in job related training.

• Author technical documents on common issues and solutions in order to build the knowledge base.

• Develop strong working relationships with other teams across Ariba.

• Positive attitude - Support engineers are required to be respectful, fair, gracious, and knowledgeable.

 

Requirements:

·  Bachelor’s degree with a technical discipline preferred.
·  Minimum of 2 years work experience (experience in Support, Software Development, IT, Consulting or Quality Assurance is preferred).
·  Proven Technical aptitude. Experience or knowledge in software applications along with experience using the Internet and web-based solutions.
·  Proven ability to quickly learn new products and technologies.
·  Strong problem solving and analytical skills.
·  Strong organizational, time management and prioritization skills.
·  Proven ability to manage multiple tasks or projects with changing priorities.
·  Strong communication skills (verbal and written).
·  Superior customer service skills with experience in handling difficult customer situations.
·  It is desired that candidates have a working knowledge of one or more of the following concepts/technologies:
·  Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server.
·  Good understanding of SQL and ability to structure queries
·  Experience with Application Servers such as WebLogic or WebSphere.
·  Knowledge/experience with one or more Web Servers like Sun One or IIS.
·  Working knowledge of Windows, UNIX, Linux based operating systems.
·  An understanding of object-oriented methodologies and programming e.g. Java and/or C++.

 

SAP'S DIVERSITY COMMITMENT

 

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

 

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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