SAP Signavio Senior Support Engineer

Job Description

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.

What you’ll do:
Your daily work will contain the following, what you will be doing mostly:

Issue Resolution

• Troubleshoot and diagnose customer issues of greater complexity independently. They investigate and resolve such issues, which may involve multiple computer environments /platforms and application systems. You always keep the customer updated in real time and provide consistent, world-class support.

• 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 queue of customer tickets, which includes determining priority levels and negotiating and setting expectations with customers.

• Thoroughly document all issues, develop and review content for knowledge base using KCS.

• Work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.

• Support customers via case management, web sessions and you are recognized as an expert in the support of the suite.

Internal Improvement and Collaboration

• Responsible for creating and developing internal relationships, and actively participating in business development activities

• Help with the development or improvement of internal processes and tools to enhance the team’s performance and daily work (identify & improve processes/procedures/automation)

• Be a role model with assisting in projects/issues/tasks through to completion, including mentoring other engineers

• Ensure all work allocated and completed is to the agreed company standards and procedures.

• Drive initiatives with quality of bringing an idea from conception to deployment

• Other teams, such as CSP, rely on your help and assistance with technical product issues.

• Assist in the QA of beta products and pre-GA versions.

What you bring:

• 6+ years' experience in Customer Service, ideally in B2B Cloud Software companies

• A team player who can work in an international team.

• Be self-motivated, proactive and have a passion for continuous learning.

• Experience with working remotely or with remote colleagues.

• Strong verbal and written communication skills in English (German for MEE)

(more languages are a benefit).

• Strong analytical thinker who is focused on problem solving.

• General understanding of SaaS/Cloud and On-Premise systems.

• Experience using KCS to create and maintain knowledge articles.

• Knowledge of programming or script languages is a benefit.

• Experience in working with DBMS, web applications, AD/LDAP and Single-Sign-On technologies.

• Experience working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint).

• Basic knowledge of Databases (MySQL, MS SQL, Oracle, NoSQL MongoDB) with applications like (SQL Management Studio or MySQL Workbench, Robo3T etc.).

• Basic knowledge of Agile principles and or fundamentals

Meet the Team

Building on SAP's intelligent enterprise strategy, it is the mission of Business Process Intelligence to assist our customers in navigating through their digital transformation and help them understand and improve their business processes in a data-driven way. Having acquired SAP Signavio, a recognized and strong market leader in the process excellence and intelligence area, we are creating a comprehensive, end-to-end Business Process Intelligence offering for our customers! Our purpose is to help our customers innovate in an ever-changing world!

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 422627 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.