IT Support Associate Engineer

Closing date
1 Oct 2020

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As part of The SAP Cloud Product Support team, this role supports SuccessFactors solutions such as Business Execution (BizX) suite, Employee Central (EC), Employee Profile (EP). The Support Associate is responsible for assisting our customers by troubleshooting issues, and providing solutions for reported incidents. It combines post go?live customer support and/or system administration.

Main responsibilities include the following:
* Analyse the incident, research solutions and provide solid answers easily understood by customers
* Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
* Document solutions to known issues and consulting questions
* Develop technical solutions to be posted to both internal and external knowledge base
* Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
* Liaising with product management to identify and report bugs
* Document issues in a CRM system and defects in our engineering tracking tool
* Act as a liaison between our Product Management and Engineering teams
* Collaborate with other employees by providing important customer feedback, process?improvement suggestions, new troubleshooting tips and other actions that involve improving our product
* Adhering to SLA's and providing high Customer Satisfaction


* Bachelor's Degree in Computer Science, Information Technology, Business Information Systems or a related field
* 1-2 years experience in a support environment required
* Excellent communication and presentation skills to effectively explain a solution to a customer's problems
* Familiarity with general IT concepts
* Preferred (but not explicitly required):
* Familiarity with HTTP/HTTPS protocols as well as XML
* Familiarity with RDBMS database concepts
* Familiarity with operating system, networking concepts
* Passionate about learning new concepts and technologies
* Excellent problem solving & analytical ability
* Strong team player and comfortable working on own initiative
* Strong time management and multi-tasking capabilities
* Flexibility with working hours

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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