Solution Support Engineer

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We are looking for someone in Monterrey, Mexico who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products.

What you'll do

• Enable customers to implement and operate their SAP solutions efficiently
• Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service
• Perform the root cause analysis of reported incidents
• Participate in global projects around support processes, infrastructure requirements and quality assurance
• Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
• Provide consulting for customers on procedural issues and queries
• Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions
• Maintain personal broad knowledge of product area and deep component expertise
• Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
• Provide weekend and evening shifts as scheduled when necessary
• Maintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs)
• Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
• Familiarize yourself and act in accordance with SAP Support Strategy and Culture
• Handle escalated customer issues

Proactive Support and Innovation Activities

• Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
• Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)
• Test internal systems to prevent future issues on customers' systems
• Support and participate in innovation projects aimed at achieving our Vision and Goals
• Show an ability to adapt to changes and a flexible approach to working with different teams
• Demonstrate excellent customer focus and communication skills internally and externally
• Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
• Develop product specialization in at least one product area
• Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)

What you bring

• Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
• Experience in Support, Consulting, Software Development, IT, or Quality Assurance.
• Solid experience in a previous customer service role providing technical support
• Degree in Information Technology/Computer Science or similar areas
• Ability to effectively handle difficult and challenging customer interactions
• Ability to manage multiple tasks and projects with changing priorities
• Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus
• Programming knowledge (Java, C++, ABAP/4, etc.)
• Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• Proven ability to manage multiple tasks or projects with changing priorities
• Ability to thrive in a fast-paced environment and to work cross-culturally
• Experience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes is an asset

Experience with one or more of the following:

• Analyzing logs based on error codes
• Reading Java and object-oriented programming
• Reading JSON (JavaScript Object Notation)
• XML, including SOAP and HTML
• Fiddler and/or Soap UI applications
• Troubleshooting and debugging common web-browsers
• HTTP and security

The Technical Support (TS) – Procurement team supports the SAP Intelligent Spend and Business Network (ISBN) product areas of SAP Business Network, SAP Ariba, and SAP Fieldglass within the Customer Support organization.

The SAP Fieldglass team provides global support services to customers using our market-leading vendor management solution to simplify the process of procuring, managing, and optimizing flexible workforces. Our support ensures customers can gain visibility to improve cost control and results, flexibility to increase speed and productivity, and confidence to manage compliance and security risks.

The SAP Business Network team provides customers and trading partners with a superior customer support experience delivered from a foundation of operational excellence and cross-functional collaboration. We engage with a sense of urgency and responsiveness with a focus on SAP and the customer experience. The product area comprises of SAP Business Network for Supply Chain, Logistics, Asset Management, and SAP Business Network for Procurement.

The SAP Ariba team provides global support for customers across the suite of procurement solutions within the categories of Procure to Order, Source to Contract, Supplier Management, and Cloud Integration. The Procurement Apps Support services ensure customers benefit from the deep product expertise within the team and cross-functional collaboration throughout their support experience.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 452546 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid