SAP Signavio Support Engineer (mwd)

SAP; Berlin; Hybrid; EUR 40.000 - 60.000; Teilzeit

Zusammenfassung

A leading global enterprise software company in Berlin seeks a professional for customer support roles. The ideal candidate should have at least 3 years of experience in B2B cloud software, be fluent in German, and possess strong analytical and problem-solving skills. This part-time or full-time position allows for a hybrid work environment, enabling collaboration with an international team while improving internal processes and tools.

Qualifikationen

• Minimum 3 years of customer service experience in B2B cloud software companies.
• Fluency in German is mandatory for conversations with MEE-located customers.
• Experience working with ticket and documentation systems is beneficial.

Aufgaben

• Troubleshoot and diagnose customer issues across multiple platforms.
• Collaborate with international teams to resolve technical product issues.
• Develop and review content for the knowledge base.

Kenntnisse

Customer service experience

Analytical thinker

Fluent German

Team player

Experience with SaaS / Cloud

Tools

Jira

ServiceNow

Confluence

SharePoint

SQL Management Studio

MySQL Workbench

Git

Jobbeschreibung

What You’ll Do

Issue Resolution You will troubleshoot and diagnose customer issues, investigate and resolve them, and promptly respond to customers. You may work across multiple environments, platforms, and application systems, including network services, software systems, and applications. You will assist end users by providing best‑practice guidance and responding politely and efficiently. You will manage your own ticket schedule, determine priority levels, negotiate expectations with customers, and thoroughly document all issues. You will develop and review content for the knowledge base using KCS and work directly with international technical support staff, quality assurance, development, and the Account Team to resolve problems.

Support customers through case management and web sessions.

Internal Improvement and Collaboration

Ensure all work is completed to agreed company standards and procedures. Assist in the QA of beta products and pre‑GA versions. Collaborate with other teams such as CSP on technical product issues. Help develop and improve internal processes and tools to enhance team performance and daily work.

What You Bring

• 3 years of customer service experience, ideally in B2B cloud software companies.
• Team player capable of working in an international team.
• Experience working remotely or with remote colleagues.
• Fluent German for conversations with MEE‑located customers (mandatory). Do not apply if German is not fluent.
• Strong analytical thinker focused on problem solving.
• General understanding of SaaS / Cloud.
• Experience with DBMS web applications and Single‑Sign‑On technologies.
• Benefit: experience using KCS to create and maintain knowledge articles.
• Experience in ticket systems (Jira / ServiceNow) and documentation systems (Confluence / SharePoint).
• Benefit: knowledge of databases (SQL Management Studio or MySQL Workbench).
• Benefit: Java and/or JavaScript experience.
• Benefit: knowledge and working with Git.

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 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.

Requisition ID: 432785 Work Area: Consulting and Professional Services Expected Travel: 0–10% Career Status: Professional Employment Type: Part Time or Regular Full Time #LI‑Hybrid