SAP SAP Cloud Product Support Associate/Engineer with French Job in Galway, Ireland
Requisition ID: 110742
Work Area: Customer Service and Support
Expected Travel: 0%
Career Status: Graduate
Employment Type: Regular Full Time
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.
PURPOSE AND OBJECTIVES
As market leader in enterprise application software, SAP assists companies of all sizes and industries run better. SAP is the global leader in Business Execution Software.
SAP solutions help companies execute faster and smarter, with greater insight delivering better business results than ever before. We believe that the power of our people, products and partners unleashes growth and creates significant new value for our customers, SAP, and ultimately entire industries and the economy at large.
THE ROLE OF A SUPPORT ENGINEER IN CLOUD SUPPORT
As part of The SAP Cloud Product Support team, this role supports the SAP SaaS Cloud Product Portfolio. The Support Engineer is responsible for assisting our customers by troubleshooting issues, answering questions and providing solutions for reported incidents. It also is a combination of post go‐live customer support and/or system administration.
Main responsibilities include the following:
Analyse incidents, research solutions and provide answers easily understood by customers
Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
Document solutions to known issues and consulting questions
Develop technical solutions to be posted to both internal and external knowledge base
Liaising with Development and Field Teams to identify application errors and missing product functionalities for future releases (legal/non-legal requirements)
Liaising with production management to identify and report application errors
Document issues in a CRM system and defects in our engineering tracking tool
Act as a liaison between our Product Management and Engineering teams
Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product
Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field
Fluency in English and French essential
Understanding the technical differences between on-premise and cloud-based solutions
Knowledge in Customer Infrastructure and Technology: Good knowledge of Windows and MAC Operating Systems, MS Office Suite and networking concepts
Good understanding of Mobile devices & technologies, web services concepts as well as HTTP/HTTP protocols and XML knowledge
Basic knowledge of a programming language (preferable an object oriented language). Knowledge in reading ABSL script would be an advantage
Understanding general use of Add-ins, SSL Certificates and system communications, knowledge in Databases (RDBMS) and security protocols
Analytic: Understanding of report capabilities, how report fetches data, customization concepts in analytic and features such as broadcasts, cloud data sources, KPIs would be preferred.
Business Processes: knowledge in sales and marketing process flow (Campaign, Target Groups, Leads, Opportunity, Sales Quote, Sales Order,…) and in customer service and field service management process flow (Tickets, KB, Text analysis, integration with Social Media, pricing, Product Lists,…) as well as HR Information Systems
Passionate about learning new concepts and technologies
Excellent problem solving & analytical ability
Strong team player and comfortable working on own initiative
Excellent communication and presentation skills to effectively explain a solution to a customer's problems
Strong time management and multi-tasking capabilities
Flexibility with working hours
Capable to translate business needs into technical requirements
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: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: firstname.lastname@example.org ). Requests for reasonable accommodation will be considered on a case-by-case basis.
Additional Locations: No Selection