WE HELP THE WORLD RUN BETTER

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!

WORK AREA: Customer Service and Support

EXPECTED TRAVEL: 0 - 10%

CAREER STATUS: Graduate 

EMPLOYMENT TYPE: Regular Full Time

LOCATION: Pittsburgh, PA

ROLE DESCRIPTION:

This position will be supporting the SAP Ariba Supplier Management solution.

The primary function of the Technical Support Engineer is to provide dependable and timely resolution for complex software issues related to the SAP Ariba Strategic Procurement solutions. The Technical Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience.

The Technical Support Engineer uses knowledge of Java, XML and SQL and interfaces with 3rd party vendors and internal technical teams to drive issues to resolution.

EXPECTATIONS AND TASKS:

KEY TASKS:

1. Incident Solving

   • Owns and manages concurrent SRs in a ticketing system.
   • Provides solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications.
   • Adheres to KPIs, especially responsiveness SLAs and productivity goals.
   • Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions.
   • Maintains personal broad knowledge of product area and deep component expertise.
   • Participates in de-escalation plans to resolve critical product issues impacting customer business operations.
   • Collaborates with global support engineers across the product area to drive positive customer outcomes.
   • Provides ongoing and timely communication via phone and email to customers regarding the status of their requests.
   • Provides on-call support during evenings and weekends as required by a rotational schedule.

2. Knowledge Transfer

   • Coaches and mentors other Support Engineers to increase their product expertise and productivity.
   • Drives creation of knowledge in component area of expertise by creating Knowledge Base Articles.

3. Additional Tasks

   • Maintains and follows personal development plan by leveraging formal training and knowledge plans.
   • All other duties as assigned.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:

WORK EXPERIENCE:

• Experience with one or more of the following:
  • Writing SQL queries
  • 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
  • SSO (Single Sign-on) technologies, particularly SAML
• Knowledge of business processes and transactions such as contracts, sourcing (requests for quotes/price, auctions) and supply chain
• 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
• Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• Thrives in a fast-paced environment
• Ability to work cross-culturally
• At least 1-2 years working with an enterprise cloud application preferred
• Experience in a previous technical support or customer service role preferred

EDUCATION

Bachelor’s or Master’s Degree with a technical discipline or a minimum of 1 year of experience in Support, Software Development, IT, or Quality Assurance

*SAP IS NOT OFFERING INTERNATIONAL OR DOMESTIC RELOCATION BENEFITS FOR THIS ROLE CURRENTLY

*SAP IS CURRENTLY NOT OFFERING VISA SPONSORSHIP FOR THIS ROLE

*THE SUCCESSFUL CANDIDATE MUST BE BASED IN, OR RELOCATE TO, PITTSBURGH (RELOCATION BENEFITS MAY BE OFFERED FOR THIS ROLE) 

WE BUILD BREAKTHROUGHS TOGETHER

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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.

Requisition ID: 335583  | Work Area: Consulting and Professional Services  | Expected Travel: 0 - 10%  | Career Status: Graduate  | Employment Type: Regular Full Time   | Additional Locations:  #LI-Remote

SAP is one of the biggest business software companies in the world. We collaborate every day to help make the world run better and improve people's lives. Every day, we help companies and organizations of all sizes and industries to run their businesses profitably, to adapt continuously, and grow sustainably.