Job Description
About the Role
We are seeking a highly skilled Cloud Product Support Associate to join our Sales and Service Cloud team. As a key member of our Technical Support Industries and Customer Experience Portfolio, you will be responsible for delivering exceptional customer experiences and providing timely resolutions to technical issues.
Main Responsibilities
* Analyse and resolve known errors using Knowledge Base Articles (KBAs) and solved customer incidents
* Share knowledge by creating KBAs, discussing solutions with colleagues, and participating in the SAP Community through answering questions and writing blogs
* Participate in global support projects, perform analysis in customers' frontend and backend systems, and support customers via real-time channels
* Report errors to development teams when needed
Requirements
* Bachelor's Degree in Computer Science, Information Technology, Business Information Systems, or a related field (or equivalent experience)
* Advanced level English language skills (oral and written) for global customer and colleague communication
Desirable Skills
* Strong troubleshooting and root cause analysis skills
* Monitoring/Troubleshooting Tools: HTTP trace, Developer tools (F12), CI/CD pipelines (Jenkins, GitHub), Monitoring tools (Kibana, Dynatrace, Prometheus, Grafana)
* Development Frameworks: Spring Boot (Java-based), Angular (web applications), Node.js (JavaScript runtime)
* API Testing: Postman or similar tools
* Scripting: Python, JMeter (for automation)
* Back-End Technologies: Web servers (Nginx), Server-side frameworks (Node.js), RESTful APIs and OAuth
Culture at SAP
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. 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 realise their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.