Position Summary
The role of the Support Engineer, SAP SD is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. The role of the Support Engineer, SAP SD requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments.
Essential Duties and Responsibilities
- Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
- Provide remote-based functional support training for multiple SAP SD modules
- Knowledge of related to the Retail Industry and Solution
- Support client customizations, sharing implementation and best practices advice
- Develop application break fixes for critical product defects
- Create scripts to identify, analyze and correct data issues
- Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
- Collaborate with team members in a virtual and international team environment to extend field experience to different client situations
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
Additional Duties and Responsibilities
- Other job related duties and responsibilities may be assigned from time to time
Qualifications
Skills
- Superb technical trouble-shooting skills ability to debug code and the tenacity for complex problem solving
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
- Strong knowledge of key application functionality, tables and relationships
- Deep knowledge of SAP customization/extension methodologies
- Excellent development skills using SAP toolset
- Excellent interpersonal, presentation and communication skills - verbal written
- Fluency in English is required
- Attention to detail and the ability to learn quick
- Extreme focus on Client satisfaction
- Demonstrated ability to work independently and as part of a team
- Ability to work calmly and professionally in high pressure situations
Preferred Qualifications
- The best candidates will have extensive knowledge of multiple SAP modules across releases (4.x ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
- A consulting background, while not mandatory, would be useful
- Experience with localizations and global implementations would be an advantage
Education
- Bachelor Degree in Computer Science or related field or equivalent experience.
Experience
- 7 years relevant SAP experience particularly with SD Modules including Retail experience
- 2 years direct support of application end-users in a Corporate environment
- A track record of successful roles in several SAP implementation or upgrade projects
- Deep working knowledge and understanding of supporting business processes
- Analytical, logical problem resolution skills
- SAP certification(s) preferred
- Expertise with SAP 4.x and ECC, including full life-cycle implementation experience, configuration and administration of the application
- Knowledge of maintenance/patching mechanics and SAP architecture
- Demonstrable history solving complex problems across multiple modules