We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

PURPOSE AND OBJECTIVES

Public Cloud ERP – Sustainability is seeking a dedicated and technically proficient Technical Support Engineer to join our dynamic Public Cloud ERP - Sustainability team. The role focuses on providing exceptional support for our global customer base, ensuring the efficient and effective resolution of technical issues related to our cloud platforms and integrated systems. This position offers the opportunity to engage with a wide range of technologies and develop a deep understanding of our product ecosystem, contributing to customer satisfaction and product improvement. As a Technical Support Engineer, you will troubleshoot and resolve customer issues efficiently across various support channels, including Cases, Expert Chat, and Schedule an Expert etc. You will continuously enhance your knowledge of Sustainability products to provide comprehensive support. Delivering high-quality support to our diverse, global customer base, you will adapt to different time zones, cultural contexts, and technical requirements to meet their unique needs.
Fostering strong relationships with customers through proactive communication, demonstrating empathy, and providing clear, concise, and effective solutions to their problems will be essential for achieving high customer satisfaction. Flexibility in adapting to new tasks, processes, and requirements that reflect the evolving needs of the global product support organization is crucial. By achieving these objectives, the Technical Support Engineer will contribute significantly to the success of Public Cloud ERP – Sustainability, ensuring our customers receive the best possible support experience and maintaining our reputation for technical excellence and customer focus.


Functionally, some key tasks are listed below:

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  Analyze and resolve customer incidents using knowledge databases and debugging skills.
  
• Report errors and suggest possible resolutions to development support teams.
  
• Provide consultation to customers on procedural issues and queries.
  
• Deliver Mission Critical Support during scheduled weekend and evening shifts.
  
• Create and maintain content for the technical knowledge database.
  
• Manage all aspects of the engineer end-to-end workflow (Pulse, Swarming, KCS, etc.).
  
• Utilize resources within the portfolio to advance and develop your own career.
  

If successful, you’ll join an experienced team locally in San Leopoldo, Brazil and collaborate with your colleagues globally across teams based in EMEA, AMER and APJ. You’ll support our customers and partners with a cloud mindset and work with industry defining applications across our Public Cloud ERP suite.

EXPECTATIONS AND TASKS

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  Provide professional, courteous, and prompt technical support across multiple channels for the Sustainability product family.
  
• Collaborate with support colleagues locally and globally, as well as other internal organizations, to ensure superior customer service.
  
• Document technical solutions in alignment with the KCS methodology, ensuring valuable information is captured and shared.
  
• Handle difficult customer interactions and challenging problems independently, maintaining poise and professionalism.
  
• Adapt to business needs, including the potential for shift work and weekend support.
  
• Actively engage with and drive customer support initiatives, contributing to the continuous improvement of support processes and customer satisfaction.
  

THE PORTFOLIO & DEVELOPMENT

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  As a member of the Public Cloud ERP team and the wider technical support organization, you can expect a strong focus on:
  
• Career Advancement: we provide employees with the tools and support needed to develop and advance their careers.
  
• Comprehensive Training: Each employee will have a personalized development plan that includes a blend of on-the-job learning and formal knowledge-based training.
  
• Supportive Environment: We foster an inclusive culture that values expression, collaboration, individuality, and diversity, allowing you to work with global teams across various nationalities and languages.
  
• Exposure to World-Class Cloud Products and Services: You will have the opportunity to enhance your technical skills and SAP knowledge by working on cutting-edge cloud solutions.
  

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

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  Degree in an IT-related discipline.
  
• Excellent communication and listening skills.
  
• Exceptional customer interaction abilities.
  
• Strong analytical skills with a good aptitude for problem-solving.
  
• Team-oriented mindset.
  
• Ability to collaborate effectively with a global team across multiple time zones.
  

WORK EXPERIENCE

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  Industry experience.
  
• Prior experience in Technical Support, Software Development, IT.
  
• Strong analytical and debugging skills are advantageous.
  
• Previous experience with KCS, WIPS, Support process and tools is a plus.
  
• Experience interacting with customers through various channels (e.g., chat, virtual sessions) is preferred.
  

• 
  PLEASE SUBMIT YOUR CV IN ENGLISH. CVs THAT ARE NOT IN ENGLISH WILL NOT BE ASSESSED.

Bring out your best
SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.
We win with inclusion
SAP’s 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. 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: 405212 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.