We help the world run better
Our company culture is centered around empowering employees to drive innovation through collaborative breakthroughs. We achieve this by focusing on building a foundation for tomorrow and creating a workplace that values diversity, flexibility, and purpose-driven work.
Job Overview
The Technical Support Engineer plays a critical role in utilizing technical and product expertise to resolve complex issues on SAP Procurement applications for customers.
This position requires:
- Utilizing knowledge of SQL and Java to troubleshoot and resolve customer issues
- Fostering exceptional customer service through frequent, high-quality communication
Duties and Responsibilities
- Provide direct technical assistance to customers via phone and email
- Owning and managing concurrent Service Requests in a ticketing system
- Ensuring timely and ongoing communication with customers regarding request status
- Troubleshooting customer issues to resolution
- Crafting internal/external content for SAP Procurement's User Community and internal knowledgebase
- Collaborating with cross-functional teams to develop strong working relationships
- Liaising with customers and Product Engineering to identify, prioritize, and resolve reported system defects
- Providing on-call support during evenings and weekends as required
- Maintaining a high level of expertise with product functionality and continuing to develop core skills
- Ensuring emergency situations or business-critical issues are resolved efficiently
- Performing other duties as assigned
Requirements
- 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 purchase orders, invoices, catalogs, punch-out catalogs, reconciliation (orders, receipts, and invoices), vendor management, 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
- Able 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
- Skilled at troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
- Able to thrive in a fast-paced environment
- Able to work cross-culturally
Preferred Qualifications
- Bachelor's degree with a technical discipline
- 3 Years working with a web-based software solution
- Experience working with Spend Management Solutions
- Experience in a previous technical support or customer service role
Basic Qualifications
- Bachelor's Degree with a technical discipline or a minimum of 3 years of experience in Support, Software Development, IT, or Quality Assurance
Estimated salary: $80,000 - $120,000 per year, depending on location and experience.
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