Cloud Product Support Associate

3 weeks ago

Galway, Galway, Ireland SAP SE Full time
Cloud Product Support Associate - Sales and Service Cloud

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.

You will work directly with Customers using "SAP Cloud for Customers" to solve their technical issues and allow them to use SAP's products as expected, in a timely manner and with seamless communication workflow. You will be given training and guidelines on how to run "best in class" service against Product Support processes. Your key focus will be our Customer satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged, and many good ideas from our Engineers already became success stories in our transformation journey. In this role, a key element is ensuring your adherence to SAP's Core Values and commitment to provide a best of class experience to both our internal/external Customers and colleagues.

POSITION SUMMARY

Our Technical Support Industries and Customer Experience Portfolio is looking for an associate to join the Sales and Service Cloud V2 (CNS) team. C4C is going through a big transformation to Sales and Service Cloud V2 (CNS) and new technologies will be required to learn. Would you like to be the closest to the newest technology from SAP? See below the learning journey.

EXPECTATIONS AND TASKS

  • Delight SAP customers by analysing and resolving known errors using:
    • Knowledge Base Articles (KBAs)
    • Solved customer incidents
  • Share knowledge by:
    • Creating KBAs
    • Discussing solutions with colleagues
    • Participating in the SAP Community through answering questions and writing blogs
  • Learning and development opportunities:
    • Gain expertise in technical and business topics through classroom and remote training, mentoring, and e-learning sessions
    • Work on global support projects
    • Perform analysis in customers' frontend and backend systems
    • Support customers via real-time channels
  • Report errors to development teams when needed

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Bachelor's Degree in Computer Science, Information Technology, Business Information Systems, or a related field (or equivalent experience)
  • English: Advanced level (oral and written) - required for global customer and colleague communication

Technical Skills
Required:

  • Strong troubleshooting and root cause analysis skills

Nice-to-Have (one of the following):

  • Monitoring/Troubleshooting Tools:
    • HTTP trace, Developer tools (F12)
    • CI/CD pipelines (Jenkins, GitHub)
    • Monitoring tools (Kibana, Dynatrace, Prometheus, Grafana)
  • Development Frameworks:
    • Spring Boot (Java-based)
    • Angular (web applications)
    • Node.js (JavaScript runtime)
  • API Testing: Postman or similar tools
  • Scripting: Python, JMeter (for automation)
  • Back-End Technologies:
    • Web servers (Nginx)
    • Server-side frameworks (Node.js)
    • RESTful APIs and OAuth

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 422017 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Job Segment: ERP, Cloud, Testing, Computer Science, Developer, Technology

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