SAP Technical Support Engineer (SAP Ariba) Job in Pittsburgh, Pennsylvania
Requisition ID: 128423
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
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:
Ariba, Inc. is the leading provider of collaborative business commerce solutions. Ariba combines industry-leading software as a service (SaaS) technology to optimize the complete commerce lifecycle with the world's largest web-based community to discover, connect and collaborate with a global network of trading partners, delivering everything needed to control costs, minimize risk, improve profits and enhance cash flow and operations – all in a cloud-based environment. Whether you’re buying, selling or managing cash, you can do it more efficiently and effectively in the Ariba® Commerce Cloud. Over 300,000 companies, including more than 90 percent of the Fortune 100, use Ariba’s solutions to drive more efficient inter-enterprise commerce.
The primary function of the Technical Support Engineer (Technical Expertise) is to effectively provide dependable and timely resolution to all product related technical issues experienced by Ariba customers. The Technical Support Engineer may also interface with external and internal technical implementation teams which include System Administrators, Database Administrators, Application Developers, System Integrators, Third Party Consultants, and Project Managers. The Technical Support Engineer will also work with the Ariba Engineering, Solutions Management, and Hosting Operations teams to resolve complex software issues while identifying product defects, enhancements, and limitations.
EXPECTATIONS AND TASKS:
Provide direct technical assistance with customers via phone and email.
Provide internal and external user support for application issues of a technical nature.
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
Create internal/external content for Ariba’s knowledge base
Maintain consistent, regular communication with customers regarding the status of their requests.
Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
Anticipate customer needs and effectively address concerns related to their issue or resolution
Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.
Ensure that individual performance meets or exceeds department standards.
Develop strong working relationships with cross-functional teams within Ariba.
Work with customers to identify and resolve reported system defects
Must be available for weekend or evening support as required.
All other duties as assigned.
2 Years working with a web-based software solution (Ariba Solutions preferred)
Experience working with Spend Management Solutions in a support role
Experience in Support, Software Development, IT, or Quality Assurance is preferred
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
Bachelor’s degree with a technical discipline
Strong problem solving, organizational, and analytical skills
Strong technical knowledge or expertise in Ariba® solutions
Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible.
Ability to work well in a fast paced environment
Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once.
Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
Strong ability to capture a complete and accurate problem/symptom description of reported issues.
Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues.
Can do attitude and team player.
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.
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 in Java.
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: C at mailto:Careers@sap.com firstname.lastname@example.org at mailto:email@example.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.
Additional Locations: No Selection