SAP Sr Technical Support Engineer - Ariba Network Job in Pittsburgh, Pennsylvania

Requisition ID: 192448

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. That’s 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 it’s the best-run businesses that make the world run better and improve people’s lives.

Job Description Overview

The primary function of the Sr Technical Support Engineer is to provide dependable and timely resolution for complex software issues related to the Ariba Network product area. The Technical Support Engineer also possesses a strong focus on customer service and communication that results in an exceptional user experience.

The Sr Technical Support Engineer uses knowledge of EDI, XML and SQL and interfaces with 3rd party vendors and internal technical teams to drive issues to resolution.

Duties and Responsibilities

  • Provide direct technical assistance with customers via phone and email•

  • Own and manage concurrent Service Requests in a ticketing system

  • Provide ongoing and timely communication to customers regarding the status of their requests

  • Troubleshoot customer issues to resolution

  • Create internal/external content for SAP Ariba’s User Community and internal knowledgebase

  • Collaborate with and develop strong working relationships with cross-functional, global teams

  • Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects

  • Provide on-call support during evenings and weekends as required by a rotational schedule

  • Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released

  • Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible

  • All other duties as assigned

Skills

  • Experience with one or more of the following technologies:

  • Writing SQL queries

  • XML (JavaScript and css)

  • EDI (X12 or EDIFACT) including AS2 and VAN connections

  • Fiddler or Soap UI

  • Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs

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

  • Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction

  • Proven ability to manage multiple tasks or projects with changing priorities

  • Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds

  • Thrive in a fast-paced environment

  • Ability to work cross-culturally

Preferred Qualifications

  • Bachelor’s degree with a technical discipline

  • 2 Years working with a web-based software solution

  • Experience working with Spend Management Solutions

  • Experience in a previous Technical Support role

Basic Qualifications

  • Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance

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 you’re searching for a company that’s 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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team. (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: C at mailto:Careers@sap.com areers@sap.com at mailto:Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis. Successful candidates might be required to undergo a background verification with an external vendor.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.

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

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