Job Information
SAP Technical Support Engineer - Procurement in Sofia, Bulgaria
We help the world run better
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!
Job Description Overview
As part of the ISBN [Intelligent Spend & Business Network] team, the primary function of the Technical Support Engineer is to use product & technical expertise to support customers experiencing issues on the SAP Ariba applications.
The Technical Support Engineer delivers an exceptional customer experience by:
Using knowledge of SQL and Java to troubleshoot and resolve issues
Focusing on customer service, including frequent, high-quality communication
Duties and Responsibilities
Provide direct technical assistance with customers via Service Now [SNOW]
Own and manage concurrent cases in a ticketing system
Provide ongoing and timely communication to customers regarding the status of their issues
Troubleshoot customer issues to resolution
Create internal/external content for SAP Aribas User Community and internal knowledgebase
Collaborate with and develop strong working relationships with cross-functional, global teams
Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects
Provide on-call support during evenings and weekends as required by a rotational schedule
Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
All other duties as assigned
Skills
Experience with one or more of the following:
o Handson experience on SQL
o Reading Java and object-oriented programming
o Troubleshooting and debugging common web-browser issues
Exceptional written and oral communication skills
Effectively handle difficult and challenging customer interactions
Proven ability to manage multiple tasks or projects with changing priorities
Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
Thrive in a fast-paced environment
Ability to work cross-culturally
Good to Have:
Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Business Network for Procurement (formerly known as Ariba Network), CIG and supply chain.
German Language Skills.
Preferred Qualifications
Bachelors degree with 2 Years working experience in Support, Software Development, IT, or Quality Assurance
Experience working with Spend Management Solutions
Experience in a previous technical support or customer service role
Experience with SAP Products/other ERP applications.
Basic Qualifications
Bachelors Degree with a minimum of 3 years of experience in Support, Software Development, IT, or Quality Assurance
We build breakthroughs together
SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.
We win with inclusion
SAPs 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 and more equitable world.
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 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: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy (https://one.int.sap/me@sap/jobs_at_sap#17498858-1050-415e-8d82-21f91655666b_96fc) . Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 391111 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.