Senior Support Engineer Jobs in Palo Alto, CA at SAP America
Title: Senior Support Engineer
Company: SAP America
Location: Palo Alto, CA
Salary: $100K – $150K*
Category: Enterprise Technology
Purpose and Objective:SAP America, Inc. seeks a Senior Support Engineer at our office location in Palo Alto, CA (and various client sites nationwide) responsible for leveraging SAP Ariba tools, services, methodologies and best practices to support successful implementations.
Expectations and Tasks:Leverage SAP Ariba tools, services, methodologies, and best practices to ensure that the customer’s SAP Ariba solution runs with optimal level of performance, stability, and data consistency. Understand and explain features and benefits of the product line as it relates to customer needs. Build trusted relationships with customer’s senior/strategic management, business, and IT teams to deliver the SAP Ariba Enterprise Support portfolio in alignment with the SAP Ariba Enterprise Support and Preferred Care charter. Devise support engagement plans that consider customer’s business challenges/goals and map solutions for these to the appropriate program features. Resolve challenges arising from integration and transition between Cloud and On-Premise. Empower customers to utilize appropriate services in order to meet their SAP Ariba operational goals. Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process. Instigate and oversee processes that drive internal teams to provide relief for customers facing critical situations and minimize the risk of core business interruption. In Production or Go Live endangered situations, act as De-escalation liaison, collaborating with the Mission Critical Support Back office, the customer, and any other parties involved. Facilitate successful on-boarding of Net New customers. Proactively identify opportunities for customers who require a more customized level of support delivered by a SAP Ariba Premium Engagement offering. Drive SAP Ariba Enterprise Support and Preferred Care retention and renewals by delivering a valued and high quality customer engagements. Ensure that specific contractual deliverables are met, such as ensuring call schedules are in place and requests for assistance refreshing test instances are supported. 20% travel required to various client sites nationwide.
Education and Qualifications/Skills and Competencies:Bachelor’s degree in Computer Science, Engineering, Information Systems or a related field of study and 5 years of experience required. The company will also accept a Master’s degree and 3 years of experience. Will accept one year of additional work experience for each year not completed towards a Bachelor’s degree.
Work Experience:Experience must involve 3 years in the following:Working in a customer-facing role with customers at a project or senior management level; working in global/virtual teams; Cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience; Enterprise software solutions and business application software; ASP; Saas; XML; IT networking; SSI’s, API’s; and Connectors skills. 20% travel required to various client sites nationwide.
Travel:20% travel required to various client sites nationwide.
Valid through: 7/26/2020