2 days old
2018-05-172018-06-16

Senior Support Engineer Job

SAP
Pittsburgh, PA
  • Job Code
    184704 Work Area: Customer Service and Support Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Ful
Senior Support Engineer Job

Senior Support Engineer Job

Date: May 11, 2018

City: Pittsburgh, PA, US

Company: SAP

Requisition ID: 184704
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

Original Posting Date: 5/10/2018
 

COMPANY DESCRIPTION

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, as a market leader in enterprise application software, 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 know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Location: Pittsburgh, PA *Telecommuting available*

 

Purpose and Objective: Ariba, Inc. seeks a Senior Support Engineer at our Pittsburgh, PA location to carry out knowledge transfer activities, including mentoring, training and workshops, product rollout, and end-user documentation. Creates and publishes Knowledge Base articles and WIKI Documents. Handles Global Escalations.

 

Expectations and Tasks: Contributes to online customer forums. Creates and publishes White Papers. Drives creation of knowledge in area of expertise and drives proactively proliferation of knowledge created externally and internally. Drives incident deflection initiatives and strengthens the community. Performs Support Without Incidents (SWI). Contributes ideas to help towards the PS vision of SWI. Volunteers to participate in projects aimed at achieving the PS vision of SWI. Carries out new tasks, as requested, by STM, GFM and GSC head to help achieve the PS vision of support without incidents, for example participate in the real-time interaction and different personas. Works as functional expert in de-escalation and war rooms. Supports management. Provides extended and 24 hour coverage. Performs weekend duty manager tasks. Reports errors to development organizations and provides feedback for the development of new SAP Notes. Leads internal projects, extended cross LoB activities/communication. Analyzes incident pattern and trends in area of functional expertise, such as increasing incident volume or decreasing customer satisfaction and identifying the root cause. Identifies supportability gaps and works on innovating/improving supportability tools. Serves as the Critical Customer Engagement Manager (CCEM), responsible for managing assigned customers' escalations with SAP Ariba. The CCEM serves as a primary point of contact for the customer during a period of escalation or increased focus and is responsible for facilitating the accurate, timely communication between the customer and Ariba, while providing project management support to facilitate the resolution of the customers' issues. The CCEM works with multiple internal teams, including Technical Support, Engineering, Operations, Product Management, and Account Management to communicate, track, and drive to closure critical customer issues. 10% travel required. *Telecommuting available*

 

Education and Qualifications/Skills and Competencies: Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field of study and 6 years of experience required. The company will also accept a Master's degree and 4 years of experience.'

 

Work Experience: Experience must involve at least four years in the following: serving in a customer service or customer facing role; creative problem solving for new and undocumented issues; managing multiple tasks or projects with changing priorities; customer service and handling complex customer situations; working within the Procurement domain; technical concepts related to enterprise software; business impact of an issue within a product; receiving customer issues and understanding the business impact within Procurement technology; handling customer issues and understanding the impact of the issue on customer business. 10% travel required.

 

Travel: 10%

 

Internal use only: reference code lhrs4262

WHAT YOU GET FROM US
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.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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. (Americas: or , APJ: , EMEA: ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

Successful candidates might be required to undergo a background verification with an external vendor.
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Senior Support Engineer Job

SAP
Pittsburgh, PA

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Pittsburgh, PA

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