SAP De-Escalation Expert @ SAP Ariba Job in Prague, Czech Republic

Requisition ID: 194085

Work Area: Customer Service and Support

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time


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.

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

The primary responsibility of the De-Escalation Expert is to own and diffuse critical customer situations by leveraging expert level product and technical knowledge coupled with superior communication and customer management skills. The De-Escalation Expert will represent SAP Ariba as a primary point of contact both owning and driving resolution for escalated high priority incidents. As the point of contact the De-Escalation Expert will engage with internal/external stakeholders and executives driving or owning actionable items. The De-Escalation Expert will be required to develop and maintain a close partnership with SAP Ariba Support Engineers, Solution Architects/Experts and SAP Ariba Engineering resources to achieve desired outcomes for various customer-specific issues.


1. Issue Ownership

Drive resolution to escalated situations by developing and executing on action/communication plans.

Leverage technical/product/business expertise to facilitate a deep understanding of escalated situations.

Leverage superior customer management and communication skills to properly represent SAP Ariba in any customer-facing situation both internally and externally.

2. Incident Engagement

Triage escalated issues via technical/cause analysis and provide impact assessment to unblock customers in critical situations

Conduct a thorough analysis of every escalation to gain valuable understanding of the situation and pushback where applicable using data and other fact-based conclusions

Direct customer communication to properly understand issues and translate reported symptoms into actual problems and root causes

Develop and execute on a repeatable framework for consistent engagement and outcomes

Set, manage, and deliver against expectations.

3. Partnership and Collaboration

Tight collaboration within MCS/Support Engineers to facilitate alignment and ownership on actionable items

Partnership with Architects/Experts to engage on complex technical or defect-related issues

Daily collaboration with Leaders within Support and CVO to ensure proper priority ranking of escalated issues


  • Engage in variety of customer-facing situations to drive proper business outcomes

  • Full alignment with leadership to support the achievement of organizational goals

  • Provide clear visibility and action plans for customer situations to SAP Ariba senior management/executives

  • Properly document and report-out on active escalations and root cause trends


  • Work as functional/technical lead in de-escalation and CIRS situations when needed

  • Provide extended coverage on critical incidents when needed

  • Build and maintain an expansive network within SAP/SAP Ariba to understand and drive outcomes

  • Close cooperation with other organizational key stakeholders


  • Bachelor’s degree with a technical discipline

  • 5 Years working with a web-based software solution

  • 5 Years of experience in a previous Support, Consulting, Engineering, or leadership role

  • Experience working with Spend Management Solutions and/or Web-based Enterprise Application Architecture/Infrastructure


  • Team player with strong problem-solving skills and a “can do” attitude

  • Strong communication skills and experience managing difficult situations

  • Must be detail-oriented and have ability to manage priorities and deadlines

  • High energy with the capability to multi-task in a dynamic, rapidly-growing organization.

  • Ability to work with technical and business-oriented teams

  • Ability to work collaboratively with employees within department and across functions

  • Aptitude for understanding how SaaS solutions solve business problems

  • Ability to convey information clearly and provide analysis as needed to help customers make proper business decisions.


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 .


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 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: or , APJ: , EMEA: ).

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

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