Associate Solution Support Engineer

2 weeks ago

Dublin, Ireland SAP Full time

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.

What you'll do

As an associate solution support engineer, you will troubleshoot and solve incoming customer issues through multiple channels, such as cases, Expert Chat and Schedule an Expert. This task regularly involves liaising with Product Area Leads, development and operations teams. By collaborating with colleagues, utilising our knowledge databases, problem simulation and remote work on customer systems, you will resolve customer issues while reducing customer effort.

Functionally, some key tasks are listed below:

  • Analyse and resolve customer Incidents by means of knowledge databases and verification of software customising entries and hardware parameters.
  • Report errors and identify possible resolution to development support
  • Provide consulting for customers on procedural issues and queries
  • Provide Mission Critical Support on weekend and evening shift as scheduled
  • Create content for and maintain the technical knowledge database

What you bring

  • We are hiring for the HCM team so understanding & debugging of programming languages is a requirement. ABAP knowledge is a plus.
  • Degree in Computer Science, Information Technology, Software Engineering, Business Information Systems, Engineering, Science or a related discipline is desired
  • Analysing cases to perform in-depth troubleshooting to identify and solve complex technical issues, debug to identify root causes, reverse engineer and find creative solutions
  • An early adopter / cloud mindset and the ability to thrive in a changing environment
  • Collaborating with other employees, sharing knowledge and process‐improvement suggestions
  • Providing timely and ongoing regular updates and solutions to SAP customers according to our Service Level Agreements (SLA).
  • Open and professional communication style
  • Fast learner with excellent analytical and problem-solving skills
  • SAP HCM, SAP HCM Payroll processes, Success Factors Employee Central knowledge are a plus.
  • Excellent customer focus & English communication skills (oral and written)
  • Shift work and weekend work will apply as per business need

Meet your team

In the HCM team, we are not only invested in our people but are focused in supporting SAP's global customer base on their cloud journey. As a member of the team you will be a trusted advisor for our customers and become an advocate for the cloud mindset.

As a member of this team and the wider product 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 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:

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

​

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