Support Engineer Specialist - SAP Signavio

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

• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
• 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 schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers.
• You will thoroughly document all issues, develop and review content for knowledge base using KCS.
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

Internal Improvement and Collaboration

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• You assist in the QA of beta products and pre-GA versions.
• Other teams, such as CSP, rely on your help and assistance with technical product issues.
• Helping the development or improvement of internal processes and tools to enhance the team’s performance and daily work.

What you bring

• 3+ years' experience in Customer Service, ideally in B2B Cloud Software companies
• Strong verbal and written communication skills in English
• Strong analytical thinker who is focused on problem solving.
• General understanding of SaaS/Cloud and On-Premise systems
• Experience in working with DBMS (Database Management Services), web applications and Single-Sign-On technologies.
• Experience using KCS (Knowledge-centered Service) to create and maintain knowledge articles is a benefit.
• 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.) is a benefit.
• A team player who can work in an international team.
• Experience with working remotely or with remote colleagues.
• Technical software development experience is an asset

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. Together, with the acquisition of 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.

SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 61,600 - 130,500 CAD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount, and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: www.SAPNorthAmericaBenefits.com.

Due to the nature of the role, which involves global interactions with SAP entities, as well as with employees and stakeholders in Canada, functional proficiency in English is required for positions based in the Quebec.

Requisition ID: 421645 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid