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We help the world run better. At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We touch over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
About SAP: As a market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, 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.
Purpose and Objectives
* Support high‑end products in SAP's Cloud portfolio, including SuccessFactors BizX Suite, SuccessFactors SmartRecruiters, SuccessFactors Recruiting Management and Recruiting Marketing, SuccessFactors Integration of RCM and RMK modules with other BIZX modules, SAP Employee Central, Learning & Analytics, and more.
With 8 locations across the world, SAP Technical Support 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 SAP's OnDemand solutions, SAP Technical Support contributes significantly to the success of SAP's Cloud Business.
Expectations and Tasks
Support Engineer is accountable for troubleshooting & driving resolution of product issues while engaging with all levels in the Support, Engineering & Cloud Operations teams and ensuring consistent and up‑to‑date communication with customers.
Detailed Roles & Responsibilities
* Engage with customer 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 it is resolved.
* Provide quick solutions 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 support for customers on procedural issues and queries.
* Share knowledge & best practices with the team.
* Deliver valuable content for the Technical Support Knowledge Base.
* Contribute to the Technical Knowledge Database by following the SAP case‑solving methodology.
* 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 the roster planned globally.
* Continually develop expertise on new releases and products as demanded by the business environment.
Required Skills
* Engineering degree or Masters in Science (Physics & Mathematics) or Bachelor's degree in any discipline complemented by equivalent work experience.
* Support process knowledge and handling of incidents in ITIL framework.
* Fluency in English.
Preferred Skills
* Total experience at least 1‑3 years in IT industry.
* 1+ year of directly related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in the HRIS Recruitment and Onboarding modules; working knowledge of XML, Java, J2EE, HTML.
* Experience with SmartRecruiters and Web SSO (SAML 2.0).
* Experience with network diagnostic tools like Fiddler or Chrome/Firefox developer tools.
* Very good understanding of RDBMS database concepts, SQL.
* Familiarity with browser‑based tech, operating system, networking concepts.
* Experience in Implementation, Consulting, Support or Key‑User roles in any business application will be an added asset.
* Good understanding of standard business processes & scenarios.
* Strong customer focus, high attention to detail in identifying root‑cause, and strong analytical & logical skills.
* Strong problem‑resolution, analysis and documentation skills.
* Strong team player; enjoys working with international teams.
* Outstanding ability to manage & prioritize own workload/tasks.
* Excellent communication, collaboration skills, and proficiency in English (writing and speaking).
* Familiarity with standard PC packages and working knowledge of CRM and Service Management ticketing systems.
Work Experience
* 1‑3 years of experience in customer‑facing engagements supporting/implementing SuccessFactors or SmartRecruiters equivalent HRIS suite.
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. 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.
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. We believe we are made stronger by the unique capabilities and qualities that each person brings and invest in our employees to inspire confidence and help everyone realize their full potential.
Equal Employment Opportunity
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you need accommodation or special assistance to navigate our website or complete your application, please email Recruiting Operations Team: Careers@sap.com. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local laws. Successful candidates may be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
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