Job Details

Senior Technical Support Engineer - US West

New York City Metropolitan Area

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Job Responsibilities and Qualifications

• Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization.
• Deliver Core Customer Support
• Proactive Support and Innovation Activities
• CORE CUSTOMER SUPPORT
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters
• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.
• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required.
• PROACTIVE SUPPORT AND INNOVATION
• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)
• Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities. (blog posts, tips and tricks, etc.)
• Maintain your knowledge of new functionality and compliance changes.
• Provide Coaching and Mentoring of new employees or colleagues for specific tasks. (e.g. as a EC-Coach)
• Demonstrate willingness to fulfill different roles as required to network effectively with stakeholders in the business.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable. Experience & Educational Requirements
• 2+ years of implementing, administering, and troubleshooting enterprise level applications.
• Experience working with software applications with deep experience in Supply Chain Management, SAP Integrated Business Planning experience is a plus.
• work experience in related field preferred. Professional Training & Certification.
• Topic area specific technical/ functional curriculum.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting