Ariba Solution Support Engineer

SAP; São Leopoldo; Híbrido; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading company is seeking a Technical Support Engineer to provide timely resolution for complex software issues related to the Ariba Network. The role emphasizes customer service and communication, requiring expertise in SQL, EDI, and XML. You will collaborate with global teams and manage service requests while ensuring exceptional user experiences.

Qualificações

• Experience in a previous Technical Support role.
• Bachelor’s Degree with a technical discipline or significant support experience.

Responsabilidades

• Provide direct technical assistance with customers via phone and email.
• Troubleshoot customer issues to resolution.
• Collaborate with cross-functional teams.

Conhecimentos

SQL

Java

XML

EDI

Problem-solving

Communication

Formação académica

Bachelor’s degree with a technical discipline

Ferramentas

Fiddler

Soap UI

Postman

Splunk

Descrição da oferta de emprego

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!

OVERVIEW

The primary function of the Technical Support Engineer is to provide dependable and timely resolution for complex software issues related to the Ariba Network product area. 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 EDI, XML, and SQL and interfaces with 3rd party vendors and internal technical teams to drive issues to resolution.

DUTIES AND RESPONSIBILITIES

• Provide direct technical assistance with customers via phone and email
• Own and manage concurrent Service Requests in a ticketing system
• Provide ongoing and timely communication to customers regarding the status of their requests
• Troubleshoot customer issues to resolution
• Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
• Collaborate with and develop strong working relationships with cross-functional, global teams
• Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects
• Provide on-call support during evenings and weekends as required by a rotational schedule
• Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
• Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
• All other duties as assigned

Skills

Experience with one or more of the following technologies:

• Expertise in SQL
• SAP Ariba expertise on one of the products
• Intermediate understanding of Java programming language
• Well versed with XML Document format
• EDI (X12 or EDIFACT) including AS2 and VAN connections - Document format such as – X12 or EDIFACT with VAN connections/ Direct Connections
• Working knowledge with Fiddler, Soap UI, Postman, or any posting tool
• Working knowledge of Splunk or any logging tool
• Knowledge of business processes and transactions in Procurement
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time
• 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
• Thrive in a fast-paced environment
• Ability to work cross-culturally
• Problem-solving and investigation attitude for issues
• Collaborative and team player is a must

Preferred Qualifications

• Bachelor’s degree with a technical discipline
• Good experience working with a web-based software solution
• Experience working with Spend Management Solutions, Procurement solutions, and SAP Modules such as SD & MM is a plus
• Experience in a previous Technical Support role

Basic Qualifications

Bachelor’s Degree with a technical discipline or significant support, software development, IT, or quality assurance experience.

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 an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with disabilities. If you need assistance navigating our website or completing your application, please contact Recruiting Operations Team: [e-mail].

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the SAP Referral Policy. Conditions may vary for roles in Vocational Training.

EEO Statement

Qualified applicants will receive consideration without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, veteran status, or disability. Candidates may undergo background verification.

Requisition ID: 374068 | Work Area: Customer Service and Support | Travel: 0-10% | Career Level: Professional | Employment Type: Full-Time | Additional Locations: #LI-Hybrid

About the company

639581 SAP SE is a German multinational software corporation based in Walldorf, Baden-Württemberg, developing enterprise software to manage business operations and customer relations.