Product Support Associate

**We help the world run better**

COMPANY DESCRIPTION

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.

Position Description

Commerce Product Support is one of several teams that provide support for SAP Commerce Cloud, which is a component of SAP C/4HANA. We are a global team, using a follow-the-sun model to deliver 24/7 coverage for our customers around the world. When you join us, you will work alongside an agile, dynamic group of talented and motivated individuals, and you will be challenged daily to assist our customers to the best of your abilities and to earn their trust and loyalty. You will also use and be exposed to a variety of world-class tools and technologies, including public cloud, Kubernetes, Docker, Java, Apache, and Unix.

As a Product Support Associate, you will work collaboratively with our customers, our partners, and your colleagues on other SAP Commerce Cloud teams to facilitate the design, delivery, support, and management of customer environments. You will respond to tickets based on their priority and address each one by performing a technical investigation of the problem, ruling out defects in the product itself, providing solutions, performing a root cause analysis, recommending best practices for how to use the product, and engaging with developers on the customer's behalf to help fix defects, while learning and growing both your technical knowledge and soft skills.

Scope of Work

Achieve proficiency in all areas of SAP Commerce Cloud and specialize in at least one area
Develop your technical skills: reading code, debugging, unit testing, etc.
Resolve known issues and report new errors to the developers
Adhere to enterprise support KPIs/SLAs for all maintenance contract types, and achieve a high level of customer satisfaction through individual case work
Escalate as necessary to minimize ticket processing time
Participate (as a functional expert) in critical incident de-escalation efforts and escalation management "war rooms"
Proactively contribute ideas and volunteer for projects aimed at helping us support our customers
Take part in continuous knowledge management by creating customer-facing Knowledge Base articles, notes, and wiki documents, and by contributing on forums
Ability to adhere to assigned schedule: working hours that could be allocated between 8:00AM to 8:00PM or with schedules potentially encompassing weekend shifts (for example: Tuesday through Saturday) with occasional on-duty or on-call rotations on public holidays.

Position Requirements

Minimum Requirements
Bachelor's degree in Natural Science, Technology, or Business (or an equivalent combination of educational and work experience in a related field)
Basic knowledge in at least:
One IDE (Eclipse, IntelliJ, etc.)
One CI tool (Jenkins, GitHub, etc.)
One log management tool (Kibana, Splunk, etc.)
Relational databases and SQL
One object-oriented programming language or framework (Java,.NET, etc.)
Relevant technical skills (debugging, tracing, etc.)
Excellent customer facing communication and full fluency in English skills
Analytical, detail-oriented personality
Ability to troubleshoot complex issues and work under pressure
Positive, proactive, and customer-focused attitude

Desired Competencies:
Fluency in at least one major language other than English
Basic knowledge of business processes in one relevant industry (e-commerce, retail, etc.)
Basic knowledge of one object-oriented programming language or framework (Java,.NET, etc.)
Basic knowledge of at least one APM tool (Dynatrace, AppDynamics, New Relic, etc.)

WHAT YOU GET FROM US

**We build breakthroughs together**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 334643 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employ