Senior Support Engineer

Employment Type:
Full Time
Management and Executive Jobs
Job Role:
Customer Service Jobs
Mobile Jobs
Job Ref:
RX00150118 - X

Customer Co-Innovation & Value Realization

Work with global colleagues and customers to improve and create innovative solutions to ensure customer success.
Promote and exploit all opportunities to involve customers in Customer Programs (e.g. Advisory Council, 100Day Program, etc.).
Act as a functional expert multiplier of innovation content within global organization.

Hands-on Peer Enablement, through the Value Adoption Hub & Regional/Global Empowerment roll-outs

Provide prompt follow-up of peer and customer requests with focus on internal and external empowerment to attain business value.
Partner with generalist CSM’s to mitigate critical situations for the solution-specific expertise.
Act as an additional escalation point if needed outside of the regular escalation path due to the need for additional product/solution expertise, especially where customer business continuity is jeopardized.

Contribute for content creation, deployment and maintenance

Produce, improve, and deliver external and internal collaterals and services, such as: webinars, Help & Training pages, CSM’s services, success planning tool content maintenance, business-outcome based content, product specific updates, etc.

Internal Collaboration, Documentation, Reporting and Master Data Quality

Timely engagement status maintenance in internal systems per guidelines to ensure visibility of efforts and accomplishments
Plan and participate in internal collaboration meetings with virtual account team (Global Customer Operations, Maintenance Go-To-Market, Product Support, etc.) to align on current customer status.
Contribute to industrializing delivery by defining documentation templates
Support initiatives to foster team collaboration by participating in knowledge sharing sessions, active attendance in meetings, coffee corners etc.
Proactively provide feedback in a timely and constructive manner
Participate in cross Line of Business synergies - for example other teams within Digital Business Services.
Participation in engagement auditing activities for quality assurance purposes
Providing engagement and value reporting (e.g. Value Map objective achieved) where applicable
Engage and participate in training and mentoring to create an open door learning environment for new colleagues.


Work Experience:

Minimum 2 years of professional experience in a service & support role, or customer success role, or related area
Demonstrated customer-focused experience
Knowledge and technical experience with SAP Products & Solutions would be a distinct advantage
Experience with support systems, message handling and remote communication tools an advantage
Strong IT/Software industry background is an advantage

Functional Experience:

Problem Resolution: ability to effectively resolve or drive resolution for problems
Understanding of the SAP Cloud technology and SAP Business Suite (Application)
Good understanding of DBS tools (e.g. SAP Solution Manager) and platforms (e.g. SAP ES Academy, Value Maps), can demonstrate capabilities to customers
Good understanding of the SAP Customer Success portfolio offerings and ability to communicate value proposition to the customers’ management level


Bachelor or higher university Degree in Computer Science, Physics, Mathematics or Engineering preferred
English: Fluent
Fluency in additional languages a distinct advanta

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