Senior Support Engineer- Cloud Support - Commerce Cloud Job in Sap

Requisition ID: 262933
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. Thats 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 its the best-run businesses that make the world run better and improve peoples lives.

The Senior Support Engineer - Cloud Support SOC - Commerce Cloud, will be part of the CX Delivery Control Center and will work on a specific CX Commerce Cloud Solution as a Subject Matter Expert. The engineerwill work closely with L2/L3 and/or Development team including giving guidance to SOC support engineer and driving initiates like case deflection and workload move from L2/Product Support to Level 1.

The Role

• Be a role model & coach for SOC support engineer. Mentoring COS SDCC SOC members, own trainings and workshops for COS SDCC SOC members, take ownership of product and new features rollout and enablement within COS SDCC SOC
• Positive can-do attitude, self-learner with desire to exceed customer expectations
• Act as 1st/2nd line support for incidents. Carry out new tasks as requested by SDCC head to help achieve the vision of support without incidents for example participate in the real-time interaction and different personas.
• Drive Knowledge Management including mentoring, product feature rollout/enablement within the team, creation of KBAs and technical documentation/instruction
• Perform Initial Response Time (IRT) and Perform root cause analysis and provide solutions in standard and/or complex environments for specific area of expertise (ORT, APT, MPT)
• Support management on escalations incl. presentations
• Customer calls where required (e.g. escalation, technical troubleshooting, QA review)
• Perform duty out of business hours
• Report errors to Level 2/3 and/or Development team
• Analyze incident pattern and trends in area of technical expertise

The Role Requirement

• BS or MS in Computer Science, Computer Engineering or related field
• 5+ years of relevant working experience
• Advanced Kubernetes, Docker, Java, Node.JS and Angular, Tomcat, Nginx capabilities
• Monitoring experience and troubleshooting using for example Dynatrace
• Basic database knowledge (SQL Server, SAP HANA, etc.)
• Understanding of ITIL and SAP WIPS or SAP KBA
• Experience with training people
• Very good verbal and written English.

Training/Certification

• Hyperscaler Certification on Associate or Professional (AWS, Azure) - nice to have

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 youre searching for a company thats 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.

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

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