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SAP Technical Support Engineer - Dalian in Dalian, China

Requisition ID: 277556

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Company Description

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Department: Business Network and Applications (SAP Ariba)

Job Description Overview

The primary function of the Technical Support Engineer is to use technical and product expertise to support customers experiencing complex 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 phone and email

  • Own and manage concurrent Service Requests in a ticketing system

  • Provide ongoing and timely communication to customers regarding the status of their requests

  • Troubleshoot customer issues to resolution

  • Create internal/external content for SAP Ariba’s User Community and internal knowledgebase

  • Collaborate with and develop strong working relationships with cross-functional, global teams

  • Liaise with customers and Product Engineering 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:

  • Writing SQL queries

  • Reading Java and object-oriented programming

  • Reading JSON (JavaScript Object Notation)

  • XML, including SOAP and html

  • Fiddler and/or Soap UI applications

  • Troubleshooting and debugging common web-browsers

  • http and security

  • SSO (Single Sign-on) technologies, particularly SAML

  • 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) and supply chain

  • Exceptional written and oral communication skills; ability to listen and work with customers in real-time

  • Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction

  • 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

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Preferred Qualifications

  • Bachelor’s degree with a technical discipline

  • 2 Years working with a web-based software solution

  • Experience working with Spend Management Solutions

  • Experience in a previous technical support or customer service role

Basic Qualifications

  • Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance

SAP Ariba is an EEO/Affirmative Action employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected category.

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now .

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you 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 (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).

Successful candidates might be required to undergo a background verification with an external vendor.

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