Job Description

We help the world run better Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.Apply now! Support Engineer SAP Labs India seeks a Support Engineer at our Hyderabad office to work in our Support and Cloud Operation Service teams. Support Engineers will work closely with the customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with refined analysis skills to deliver the highest level of problem resolution to SalesCloud Commissions customers, consultants and partners. The Role: As a Support Engineer your primary responsibilities will be to . Act as the first point of contact for all Callidus customers, consultants and partners. . Triage all incoming case requests coming via the web and phone. . Provide phone, chat, and email assistance to customers, consultants and partners on the usage of Callidus products and layered components, such as data transformation tools and report writing tools. . Send first response for all incoming cases verifying the severity, next steps, ETA for next communication. . Research, analyze and troubleshoot to diagnose and resolve technical problems. . Provide phone assistance to customers who call in for update or escalation on their cases. . Proactively communicate client status, concerns and issues to appropriate management team. . Develop and maintain effective relationships with internal and external customers. . Contribute to SalesCloud Community i.e. responding to product forums and posting knowledge-based articles. . Update Support case tracking system to provide accurate and current documentation of issues. . Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects. . Position involves variable hours which will include morning shifts, general shift, afternoon shift, evening shifts, overnight shifts, weekends, and holidays. Role Requirement: . Major- BE/B-Tech (or equivalent) in any discipline. . 0-3 years of experience in a customer support environment, SaaS experience a plus. . Experience in Relational Database (such as Oracle or HANA), building complex queries. . Experience with Linux and Windows operating systems. . Should be knowledgeable on Tomcat/Weblogic. . Should be knowledgeable on SSO/SAML integration. . Experience in Sales Cloud Commissions (Callidus) is preferable. . Knowledge on Business Objects 4.x, Crystal/Webi reports is preferable. . Knowledge on Informatica 10.x, is preferable. . Understanding of scripting languages like JavaScript, Groovy, Python is preferable . Excellent organizational, customer relationship, verbal and written communication skills. . Highly dependable and professional. . Excellent problem solving and listening skills. . Highly motivated, self-starter & positive attitude. #SAPInternalT1 #SupportT1 We build breakthroughs together SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, 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. SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [HIDDEN TEXT] For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the . Specific conditions may apply for roles in Vocational Training. 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. Successful candidates might be required to undergo a background verification with an external vendor. Requisition ID: 366995 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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