Technical Support Engineer

Walkme; Dublin; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work schedule

Health insurance

Wellness reimbursements

Annual leave

Job summary

SAP is hiring a Technical Support Engineer to support WalkMe customers across onboarding, project success and renewals. You will be the trusted contact for resolving issues, meeting SLAs and ensuring customer satisfaction. You will contribute to knowledge bases and live support activities.

Join a collaborative team delivering prompt solutions, with a hybrid work arrangement, onsite 3 days per week at the SAP office and remote days, while leveraging your problem-solving and product knowledge.

Qualifications

• 1.5+ years in software support or customer service.
• Fluent in English, both written and spoken.
• Strong problem-solving with a customer-first approach.
• Basic knowledge of HTML, jQuery and CSS.

Responsibilities

• Communicate with customers via email, live chat and screen shares.
• Act as trusted advisor to promote product knowledge and self-sufficiency.
• Develop in-depth knowledge of WalkMe and SAP products and features.
• Engage with customers to understand goals and align solutions.
• Apply best practices and suggest improvements for the customer experience.
• Contribute to knowledge base and community for issue resolution.

Skills

Customer support

English fluency

Problem solving

HTML/CSS/JS basics

Diagnostics tools

Communication skills

Teamwork / independence

Learn quickly

Tools

Browser dev tools

Application logs

Job description

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.

This role is with SAP, supporting WalkMe.

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.

• Communicate with customers via email, live chat, and screen shares.
• Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
• Develop in-depth knowledge of our products and their features.
• Engage with customers to understand and fulfil their goals with our solutions.
• Apply and share best practices for optimal use of our products.
• Innovate and propose ideas for enhancing the overall customer experience.
• 1.5+ year experience in software support or customer service.
• Fluent in English (verbal and written).
• Problem-solving skills with a customer-first approach.
• Knowledge of HTML, jQuery, CSS (please specify your level).
• Experience in various communication formats (written, live chat, conference calls, in-person).
• Ability to grasp and articulate new technologies quickly.
• Proficient in using application logs, browser dev tools, and other diagnostic tools.
• Independent and teamwork capabilities.
• Poise and articulation in challenging customer interactions.
• Availability to work onsite at the SAP office 3 times a week.
• At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
• Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
• Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
• WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
• WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
• WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
• Robust Retirement Contributions: Ask HR about the specific offerings for your region!
• SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

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 world.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.

SAP is committed to the values of Equal Employment Opportunity and provides 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].