Senior Support Engineer Job

Job 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 DESCRIPTIONSAP 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 deliveryEngagement 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 planEngagement 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 KPIsEngagement Development? Highlight premium engagement delivery opportunities to front-office team or to manager? Support the Premium Engagement contract renewalCustomer 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 charterAnticipation 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 SAPEscalation 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

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