Solution Support Engineer (SuccessFactors LMS, HCM, RDBMS)

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.

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures. SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment.

Summary & Role Information:

Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers

Roles & Responsibilities

• Engage with customer on phone/real time interaction to assess the business impact of an issue.
• Analyze configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs.
• Maintain accountability for an issue until the same is resolved.
• Provide quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide consulting for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Product Support Knowledge Base.
• Contribute to Technical Knowledge Database.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.
• Driving critical customer escalations from the core topic

Experience (Role Requirements):

Preferred skills

• Total experience of 3-5 years out of which, at least 2 years’ experience of directly related working on SuccessFactors LMS should be there or equivalent products in HCM- Human Capital Management
• Working knowledge of XML, Java, J2EE, HTML.
• Working knowledge/hands-on experience on single sign on and SFTP concepts
• Awareness about cloud system architecture and SaaS environment
• Very good understanding of RDBMS database concepts, SQL.
• Familiarity with operating system, networking concepts.
• Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an asset.
• Good understanding of standard business processes & scenarios.
• Working knowledge of Unix/Windows, Web application servers.
• Strong customer focus.
• High attention to detail in identifying root-cause.
• Ability to understand customer’s business process and able to use that
• knowledge to anticipate best mode of resolution.
• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Strong team player; enjoys working with international teams.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Ability to work with high sense of urgency and willingness to commit the additional time and effort on high impact issues.
• Experience with online communications.
• Excellent English communication - writing and speaking skills.
• Working knowledge of Service Management ticketing systems
• Customer facing or implementation experience in SuccessFactors suit would be an added advantage.

Work Experience:

3+ years of experience in customer facing engagements

Education:

Engineering degree or MSc / bachelor’s degree in any discipline complemented by equivalent work experience

About the team

SAP Cloud Product Support Team high end Product Support for customers of various Products in Cloud portfolio of SAP, namely:

• SuccessFactors LMS
• SuccessFactors BizX Foundations

With 6 locations across the world, SAP CS Delivery has a high performing team of Support Engineers, whose mission is “Beautiful Products deserve Beautiful Support”. By providing end-to-end support and services for all SAP’s OnDemand solutions, SAP Cloud Product Support contributes significantly to the success of Cloud Business of SAP. Within our team, we practice a trust-based working model.

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now

 ​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: [email protected]
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: 425924  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.