Technical Support Engineer L1 - L2 - L3...

Technical Support Engineer L1 - L2 - L3 w/English only!   Welcome: Spanish, Italian, German, French Speakers

Get your foot in 3rd level technical support and become a subject matter expert in a selected area

Learn something new every day while helping the world run better.

JOB DESCRIPTION

• Provide solutions to complex technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications.

• Adhere to KPIs, especially responsiveness SLAs and productivity goals, ensuring that emergency situations or business-critical issues are resolved in the most timely and effective manner possible.

• Demonstrate a high level of expertise with product functionality and continuously develop core product skillset as new innovations are released.

• Create Knowledge Base Articles and Wiki documents.

• Create Code Corrections and collaborate with Product Area Leads and the Engineering team.

• Collaborate with other internal cross-functional and global teams.

• Coach and mentor new hires and other support engineers to help them increase their product expertise and productivity.

• Maintain and follow a personal development plan by leveraging formal training and knowledge plans.

• Perform other duties as per individual agreement.

CANDIDATE PROFILE

• Bachelor’s degree, preferably in Information Technology or Computer Science, and experience in Product Support, Software Development, IT, or Quality Assurance.

• Advanced English proficiency.

• Excellent written and oral communication skills; ability to listen and work with customers in real time. 

• Ability to effectively handle difficult and challenging customer interactions while maintaining professionalism and composure.

• Strong willingness to learn and grow.

Nice to have: reading  SQL, Java, JavaScript, or other programming languages, Splunk, Dynatrace, LLM, BTP, API.

WE OFFER

• Yearly bonuses
• Paid sick days and fully refunded sick leaves
• Flexible start and end of working hours
• Contributions to pension and life insurance
• Meal vouchers
• 5 weeks of holidays
• Educational courses, coaching, and mentoring opportunities
• Free massage sessions
• Cafeteria plan
• Free access to fitness studio
• Generous employee shares program
• And more attractive benefits