SAP Support Engineer

Straive; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Straive is looking for a seasoned SAP support specialist to respond to and manage SAP integration and API-related requests in a fast-paced environment. You will troubleshoot, document, and resolve issues while maintaining SLA adherence in a customer-facing role.

You will collaborate with Engineering and Product teams to identify root causes, share insights, and help optimize our SAP-related solutions, SDS authoring, and data workflows for clients in Manila and beyond.

Qualifications

• Bachelor’s degree preferred or equivalent professional experience.
• 3–5 years of experience in a customer-facing support role supporting enterprise software solutions.
• Hands-on experience supporting SAP based solutions in a functional or support capacity.
• Experience managing workload using a ticketing or case management system.
• Strong written and verbal communication skills, with the ability to explain complex SAP and system-related concepts clearly.
• Demonstrated problem-solving skills, including the ability to analyze issues, identify root causes, and deliver effective solutions.
• Proven ability to manage customer interactions professionally in high-volume or time-sensitive support environments.
• Ability to understand and interpret customer business processes and compliance requirements.

Responsibilities

• Respond to and manage incoming customer support requests related to SAP integration solutions, and related API solutions through established ticketing systems.
• Analyze, troubleshoot, and resolve functional and technical issues associated with SAP driven workflows and integrations.
• Partner with customers to identify configuration, data, and process issues impacting compliance, reporting, and operational outcomes.
• Document customer interactions, issue details, root cause analysis, and resolutions in accordance with established support standards.
• Prioritize and manage support ticket workload to consistently meet service-level agreements (SLAs) and customer expectations.
• Escalate complex, high-impact, or recurring issues to Engineering or Product teams with clear documentation and supporting artifacts.
• Collaborate cross-functionally to drive resolution, communicate status updates, and ensure alignment on customer impact and urgency.
• Identify trends and recurring issues, providing feedback to improve product stability, documentation, and support processes.
• Maintain a working understanding of SAP EHS Safety Data Sheet (SDS) authoring and integration solutions, and related API solutions functionality to effectively support evolving customer use cases.

Skills

Communication

Problem-solving

Time management

Customer service

Analytical skills

Education

Bachelor's degree or equivalent

Tools

SAP

Ticketing system

Job description

• Respond to and manage incoming customer support requests related to SAP integration solutions, and related API solutions through established ticketing systems.
• Analyze, troubleshoot, and resolve functional and technical issues associated with SAP driven workflows and integrations.
• Partner with customers to identify configuration, data, and process issues impacting compliance, reporting, and operational outcomes.
• Document customer interactions, issue details, root cause analysis, and resolutions in accordance with established support standards.
• Prioritize and manage support ticket workload to consistently meet service-level agreements (SLAs) and customer expectations.
• Escalate complex, high-impact, or recurring issues to Engineering or Product teams with clear documentation and supporting artifacts.
• Collaborate cross-functionally to drive resolution, communicate status updates, and ensure alignment on customer impact and urgency.
• Identify trends and recurring issues, providing feedback to improve product stability, documentation, and support processes.
• Maintain a working understanding of SAP EHS Safety Data Sheet (SDS) authoring and integration solutions, and related API solutions functionality to effectively support evolving customer use cases.

Qualifications :

• Bachelor’s degree preferred or equivalent professional experience.
• 3–5 years of experience in a customer-facing support role supporting enterprise software solutions.
• Hands-on experience supporting SAP based solutions in a functional or support capacity.
• Experience managing workload using a ticketing or case management system.
• Strong written and verbal communication skills, with the ability to explain complex SAP and system-related concepts clearly.
• Demonstrated problem-solving skills, including the ability to analyze issues, identify root causes, and deliver effective solutions.
• Proven ability to manage customer interactions professionally in high-volume or time-sensitive support environments.
• Ability to understand and interpret customer business processes and compliance requirements.