Cloud Product Support Associate/Engineer - German Speaking

Location
Galway
Salary
Up to EUR36000 per annum
Posted
02 Nov 2018
Closes
30 Nov 2018
Ref
SAP
Contact
Audrey Casier
Sector
IT
Job Type
Permanent
Hours
Full-time
This position is highly client-focused and fast-paced with no one day the same.Supporting global customers means we are a diverse workforce that are highly motivated and passionate about delivering top class customer experiences.


What a day in a life of a Support Engineer looks like:

- Engaging with customers by utilising real-time channels and tools
- Liaising with development and field teams to identify application errors and missing product functionalities for future releases (legal/non-legal requirements)
- Analysing incidents, perform in-depth troubleshooting to identify and solve complex technical issues
- Providing timely and ongoing regular updates and solutions to SAP customers according to our Service Level Agreements (SLA)
- Documenting solutions to known issues and consulting questions to be posted to both internal and external knowledge bases
- Act as a liaison between our Product Management and Engineering teams
- Collaborating with other employees, sharing knowledge and processā€improvement suggestions



Essential to this role:

- A Bachelor's Degree in Computer Science, Information Technology, Business Information - Systems or a related field of experience
- An understanding of the technical differences between on-premise and cloud-based solutions
- Knowledge of most common operating systems, MS Office Suite and basic networking concepts
- An understanding/interest of mobile devices and technologies, web services concepts as well as HTTP/HTTP protocols and XML knowledge
- An understanding of general use of add-ons, SSL certificates and system communications and security protocols
- Knowledge of a programming languages (preferable an object-oriented language) would also be an advantage
- Previous customer service experience

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