Senior Support Engineer

Job description / Role

Work Area: Information Technology
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3

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.

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.

The Engagement Engineer works for customers with Premium Engagement contracts, such as SAP New MaxAttention or SAP Active Attention. The aim of this role is to support customers a long-term engagement between the customer and SAP. Engagements will cover topics related to operation and the adoption of digital innovation in SAP centric solutions. Based on a strong organization and network and a sound understanding of the customer situation the Engagement Engineer manages the delivery of relevant premium engagement services to pro-actively prevent or to resolve critical situations. The Engagement Engineer is working in an engagement with a limited scope or together with a team with more experienced colleagues which are helping in judging situations and the creation of action plans in more complex engagements.

The Engagement engineer has to understand the SAP products and support portfolio, so he/she can open discussions with customers, about current and future business decisions. This means, that Engagement engineer, must familiarize with Cloud and OnPrem solutions, how they integrate, different Innovation topics, SAP HANA, and industry trends.

Customer Understanding and Situation Analysis

- Understand Customer's Business (e.g. business challenges and pain points, industry specifics)
- Understand Customer Organization (e.g. Stakeholder, Implementation Partners, Service Providers)
- Understand SAP at Customer (e.g. current contractual footprint, past escalations, customer feedback provided to SAP)
- Support analyzing current customer situation, maturity of SAP solution operations, and IT service delivery

Engagement Setup

- Understand the scope of the engagement with the customer
- Understand engagement roadmap, focus areas and high-level delivery plan
- Understand goals and Key Performance Indicators for the engagement
- Understand governance model (e.g. Meeting Cadence, Escalation Path)
- Expedite SAP's collaboration platform (SAP Solution Manager) at the customer
- Understand initial action and service plan

Engagement Governance

- Contribute to account team meetings
- Contribute to Executive Meetings. Provide a Balanced Score Card based overview of the engagement to demonstrate the value delivered.
- Understand Engagement Performance expectations and adhere to Delivery Standards and KPIs

Engagement Development

- Highlight premium engagement delivery opportunities to front-office team or to manager
- Support the Premium Engagement contract renewal

Customer Relationship Management

- Aim for a trusted relationship with customer
- Support the communication for own engineering topics between the customer's organization and SAP DBS during the engagement lifecycle
- Support Capturing customer experience (reference calls, videos, success stories, etc.)

Engagement Management & Planning

- Support finding relevant SAP delivery portfolio and find the best possible way to deliver effectively for maximizing the customer value and increasing SAP delivery efficiency
- Understand the long-term engagement plan based on customer's projects and top issues
- Highlight short term needs inside the front-office team when having to avoid issues in order to adjust action plans in alignment with the Premium Engagement charter

Anticipation and identification of risks and top issues

- Identify & assess potential IT Issues
- Provide advice on issue resolution
- Involve SAP Backoffice organization, SAP experts, as well as experts from the customer and partners if deeper expertise is required
- Assist in action plan creation for resolution of the customer 's issues and top issues
- Document top issues to provide transparency on status and progress throughout SAP

Requirements

Escalation Management for critical situations

- Understand importance of all issues raised, and recommendations given in SAP DBS Services
- Support condensing issues to top issues and ensure resolution thereof according to engagement deliverables
- Escalate critical situations inside the front-office or account team
- Highlight maintenance at risk situations

Engagement Delivery

- Manage execution of the "Engagement Plan" by aligning, scheduling, scoping, ordering and support of services contained in service plans
- Prepare the customer contacts for upcoming service delivery
- Prepare remote and on-site teams with customer specific information
- Follow up service deliveries to ensure value realization and support visibility of value delivered to customer

Documentation and reporting of Engagement status, action and value

- Regularly report the status of engagement deliverables, accomplishments and value to the customer or the front-office team
- Enter and update the customer's information and status in the customer's SAP Solution Manager and other SAP internal systems, such as CRM@SAP Support.

Internal Feedback

- Provide feedback on improvement potential for SAP engagement and service delivery
- Support ES (Enterprise Support) or PSLE (Product Support for Large Enterprises) delivery
- Instruct customer on SAP's Support processes to drive efficient incident resolution

Functional Experience

- Problem resolution: He/She is able to effectively resolve or drive resolution for problems
- Ability to manage Customer Solutions in top maintenance segment (level 1).
- Contributes to the solution of critical customer issues.
- Understanding of the SAP technology and good understanding of DBS tools (e.g. SAP Solution Manager) and is able to demonstrate capabilities to customers
- Strong track record in SAP project management

Other Experience

- Communication to senior management
- Learning quickly about new products or methods
- Experience as with delivery of DBS onsite services, such as Solution Management Assessment or Solution Management Optimization, or as project member for implementation projects
- Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the DBS Mission Control Center.
- English: Fluent

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.

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

About the Company

Headquartered in Walldorf, Germany, SAP is the world's largest business software company with more than 51,500 employees at sales and development locations in more than 50 countries worldwide.

Our global development approach focuses on distributing development across the world in strategically important markets. A global network of SAP Labs spanning Bulgaria, Canada, China, Germany, Hungary, India, Israel, and the United States, enables SAP to operate locally, yet organize globally.

As the global technology research unit of SAP, SAP Research significantly contributes to SAP's product portfolio and extends SAP's leading position by identifying and shaping emerging IT trends through applied research and corporate venturing. SAP Research has highly skilled teams in 11 research centers worldwide.