Solution Support Engineer - Private Cloud ERP

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.

Summary

As a Solution Support Engineer in Global Trade Services, you will troubleshoot and solve incoming customer issues through multiple channels -- cases, Expert Chat and Schedule an Expert. Collaboration, customer focus and communication are key to achieving strong customer satisfaction and these are assets we are looking for in our newest Private Cloud ERP team member. Functionally, the main tasks are listed below:

• Analyse and resolve customer Incidents using knowledge databases, internal collaboration and problem-solving skills.
• Report errors/bugs to development support to ensure product improvement.
• Meet and embrace our customers, with AI-Assisted, Human-led support.
• Provide Mission Critical Support on weekend and evening shift as scheduled.
• Create content for and maintain the technical knowledge database.
• Drive excellence in all aspects of the engineer E2E workflow (Pulse, Swarming, KCS etc).
• Leverage the resources within the solution area to progress and develop your own career.

If successful, you’ll join an experienced team locally in Ireland and collaborate with your colleagues globally across teams based in EMEA, AMER and APJ. You’ll support our customers and partners with a customer first mindset. You’ll build your troubleshooting expertise across topics such as; APIs, Debugging, configuration and research mythologies.

Role Requirements

• Previous SAP or related work experience would be an advantage.
• Knowledge of Global Trade Services would be an advantage.
• Degree in Computer Science, Information Technology, Software Engineering, Engineering or a related discipline is preferable.
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions.
• An early adopter and the ability to thrive in a changing environment.
• Strong collaboration skills and a flexible approach to working in teams.
• Excellent customer focus & English communication skills (oral and written).
• Shift / Weekend work flexibility will be required or as per business need.

The Solution Area and Career Development

As a member of the Private Cloud ERP Global Trade Services team and the wider technical support organisation, you can be confident that focus will be placed on:

• Career progression – At SAP we are known for offering employees the tools and support to develop in their career.
• Training – each employee will have a development plan that involves a mixture of on-the-job learning and knowledge-based training.
• A Supportive environment – we encourage expression, collaboration, individuality and diversity – you will work with global teams spanning a range of nationalities and languages.
• Working on world class cloud products and services – enhancing your technical and SAP knowledge.

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: 448710 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid