Senior Support Engineer (SAP Success Factors)

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SAP Labs India Pvt. Ltd.

Bangalore

13th Mar 2017

EXP4 - 8 Years

JOB DESCRIPTION

Purpose and Objectives:

SAP Cloud Product Support Team high end Product Support for customers of various Products in
Cloud portfolio of SAP, namely:

Successfactors BizX Suite

SuccessFactors Learning Management System

SuccessFactors Workforce Planning & Analytics

SAP Business ByDesign

SAP Cloud for Customer

...........and more
With 6 locations across the world, SAP CS Delivery has a high performing team of Support
Engineers, whose mission is Beautiful Products deserve Beautiful Support. By providing end-to-end
support and services for all SAPs OnDemand solutions, SAP Cloud Product Support contributes
significantly to the success of Cloud Business of SAP.

Expectation and Tasks

Support Engineer is accountable for troubleshooting & driving the resolution of product issues while
engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date
communication with customers.

Detailed Roles & Responsibilities:

Engage with customer on phone to assess the business impact of an issue.

Analyze configurations, application and system log files to determine the cause of issue.

Work closely with peers globally to ensure issue resolution in line with SLAs.

Maintain accountability for an issue until the same is resolved.

Provide quick solution for already known & documented issues.

Logically work through problems to determine their cause and how they can be resolved.

Report errors/bugs to Development

Provide consulting for customers on procedural issues and queries.

Share knowledge & best practices with the team.

Delivery of valuable content for Product Support Knowledge Base.

Contribute to Technical Knowledge Database.

Give an accurate daily handover of all business-critical occurrences to peers in other locations
across the globe.

Participate in weekend support coverage as per roster planned globally.

Continually develop expertise on new releases and product as demanded by business environment.

More experienced colleagues get an opportunity to play a bigger role in success of SAP Cloud
Support by participating in one or more of the following:

Be a part of the top-notch experts and deliver towards End-to-End Trou-bleshooting.

Handle escalated customer messages.

De-escalate customer messages independently.

Take on role of technical expert who passes on knowledge via coaching and workshops.

Lead the team locally or globally for one or more topics.