Global Partner Support

SAP SE; São Leopoldo; Híbrido; BRL 50.000 - 90.000; Tempo integral

Resumo da oferta

An established industry player is seeking a passionate Support Engineer to join their Global Partner Support team. This role focuses on enhancing customer success through effective support and collaboration with partners. You will be responsible for delivering workshops, conducting root cause analysis, and developing supportability tools. The company values a collaborative culture that embraces diversity and promotes personal development. If you are eager to contribute to a team that helps businesses run better, this opportunity is perfect for you.

Serviços

Flexible Working Models

Health and Well-being Programs

Learning and Development Opportunities

Recognition Programs

Qualificações

• Excellent communication and problem-solving skills required.
• Bachelor's degree in Computer Science or related field is essential.

Responsabilidades

• Deliver remote workshops for customer success and support.
• Manage partner relationships and ensure support quality.

Conhecimentos

Communication Skills

Problem-Solving Skills

Customer Success Management

Root Cause Analysis

SAP Support Knowledge

Formação académica

Bachelor's in Computer Science

Information Technology Degree

Ferramentas

SAP Solution Manager

CALM

WIPS Certification

PULSE Methodology

Descrição da oferta de emprego

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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 choosefrom.

Global Partner Support –
Our Global Partner Support team integrates with SAP Solution Extension partners via SAP Resolve. We deliver Support for many partner products and are responsible to improve collaboration with our partners and engagement with our joint customers.

PURPOSE AND OBJECTIVES

• This position is within Global Partner Support team, Customer Services & Delivery area of SAP.

Global Partner Support (GPS) works to provide support to SAP customers for third party products on the SAP price list.
• This position is for an experienced and passionate Support Engineer who is keen to work with our SAP Solution Extension partners. Software Development skills would be an advantage.
• We work closely with our Partners to support their integration to the SAP Support and to develop supportability tools for inclusion in SAP for Me portal, CALM, and for use in SAP Service Delivery.

EXPECTATIONS AND TASKS

1) Customer Success
2) Supportability Lab content development
3) Partner Management
4) Technical Onboarding
5) Escalations

Key Tasks
1) Customer Success:

• Delivery of remote ‘Time for Customer Success’ workshops for new and existing customers to safeguard transition from implementation phase to ongoing product support.
• Perform root cause analysis and deliver support in very complex environments, on partner focused areas, for the top customer segment.
o Perform initial support tasks according to customer SLA with a focus on critical messages
o Engage using real-time support channels
o Assume functional responsibility for an area in incident solving (topic contact resp. ‘Expert Area’)
o Contribute to the implementation of a cross-LoB collaboration & intelligent swarming model
o Provide point of contact to GPS team for SAP core Product Support areas as Queue Manager
• Lead de-escalation activities related to our partner products at critical customers (De-escalation Architect)
o Work as Partner “Joint Support” model expert in de-escalation war rooms
o Develops and engages partner to jointly execute de-escalation plans for critical customers
o Global Escalation handling for partner products as part of GPS Partner Manager responsibility
• Deliver remote workshops as Partner Manager for critical customers:
o Identify top issues of engagements at critical customers regarding partner products
o Lead analysis of system landscape and technical issues for specific partner products
o Lead analysis of core business processes for partner solutions
o Lead analysis of system and application operation

2) Supportability Lab Content Development

• Own individual third-party product within the Supportability lab
• Develop monitoring tools for third party products
• Become knowledgeable in all aspects of monitoring partner solutions
• Deliver customer specific enhancement services around third party product monitoring (engineering services)
• Build SAP Solution Manager TM and CALM monitoring integration for the third-party products according to SAP standards

3) Partner Management

• Ownership of partner relationships for purposes of support quality:
o Drive quarterly support review meetings
o Coordination with partner for joint service delivery
o Coordination with partner for de-escalation situations
o Create and publish both customers facing KBA and internal knowledge base
o Be aware of partner products lifecycle, and raise awareness of this in the GPS team
• Ensure smooth ongoing operation of incident transfer between Customer, SAP, and Partner

4) Technical Operations

• Simplify and improve partner integration and visibility to SAP support by improving our tools
• Ensure adherence of SAP Product Support standards for third-party tools by working with Product Owners
• Introduce operational efficiency and productivity improvements both systemically and organizationally.
• Run innovation projects in SAP Resolve, keep it lean and adhere to monthly release cycle.
• Project Management of partner setup in relation to integration with support.sap.com
o SAP Resolve technical partner management (client creation & admin)
o SAP Resolve integration to selected third party backend CRM system
• Assist partner in relation to custom requests beyond our normal process (Reporting/API integration /hosting etc.)

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

• Excellent communication, presentation, and problem-solving skills
• Fluent in English
• Bachelor’s degree in computer science, Information Technology, or equivalent experience
• Knowledge in at least one area/topic WIPS Certification, PULSE Methodology, Knowledge Management or SAP Certified Consultant
• Good insight in SAP’s support offerings

WORK EXPERIENCE

• Some professional experience is an advantage
• Understanding of SAP organization, Customer Services & Delivery
• Experience at least in one area/topic: Root Cause Analysis, Change Control Management, Business Process Integration Management and Automation, Mission Control Center
• ABAP or HTML5 knowledge would be an advantage

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: [e-mail]
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: 425925 | 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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