11-20K

Solution Support Engineer-Japanese

Meet your team
Solution Support Engineering
Solution Support Engineers are providing complex technology or functional product and end-2-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents.
Core tasks include:
• Deliver Core Customer Support
• Knowledge Transfer
• Proactive Support and Incident Prevention Activities
What you’ll do
Customer Centricity
• Provide end users and customers with a technology driven, industry support experience.
• Create knowledge documents, tools and processes to support our customers, and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers, …).
Collaboration and Network
• Maintain strong working relationships with cross-functional teams within SAP.
• Utilize and improve state of the art collaboration channels like swarming, communities etc. Continuous Learning
• Stay curious and open to new experiences, while learning through daily tasks and targeted trainings.
• Be actively on the forefront of industry technical and functional knowledge.
Drive SAP Support Strategy
• Actively support SAPs Support transformation strategy. Deliver Core Customer Support
• Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.
• Escalate sensitive customer issues to component owner, creating an action plan and communicating it back to the customer / beneficiary.
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
• Develop product specialization in at least one product area.
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable.
Proactive Support and Innovation Activities
• Test internal systems to prevent future issues on customer's systems.
• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.
What you bring
Technical Skills:
• Basic to professional skills with one programming language such as ABAP, JAVA, . NET
• Technical skills (debugging, tracing, verifying complex customizing).
• Basic to professional skills with SQL
Language
• Japanese: Fluent
• English: Fluent
• Chinese: Native
• Additional Asian language is an advantage.
Education
Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.