Support Engineer-Operations Expert-Bangalore/Pune, India

Innovation is and will always be the core of SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery.

SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all it is simple: We bring financial services to the next level with innovative software solutions and platforms.

We are helping companies in the financial services industry to achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end.

A global company, with rapid growth, innovative people, and a lean organization makes SAP Fioneer a place where you accelerate your future!

As a support engineer you are working closely with customers on issue and problem resolution, issue de-escalation guidance and ticket management and metrics review. This includes root cause analysis, defining proactive measures for avoiding issue recurrence, managing known error databases and quality assurance for identifying error patterns.

You will be diligent about ensuring best practice, and pragmatic about ensuring that our customer ‘s success is maintained. This position typically works under limited supervision and direction. You will regularly exercise discretionary decision-making to shape this role as you see fit.

YOUR RESPONSIBILITIES

• Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different division of SAP Fioneer
• Working closely with customers in issue and problem resolution, root cause analysis and troubleshooting
• Supporting customers with resolution guidance in your area of expertise and deliver consistently high-quality customer experience.
• Working with customer on overall ticket management & metrics including dashboards, reports, presentations, and any supporting documentation
• Provide customer guidance and training.
• Ensure customer satisfaction and support service continuous improvements.

YOUR PROFILE

• Strong problem solving and critical situation handling skills.
• Experience in the financial services environment, ideally with SAP solutions is a plus.
• Expert knowledge in application or technical components
• Good communication skills in English
• Previous experience in support organizations and ticket management
• Experience with customer and stakeholder management

Skills

• Problem Solving-Ability to define & assess a problem, determine the cause, identifying, prioritizing, and selecting alternatives/ action plans for a solution and driving the resolution.
• Good communication and presentation skills- Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.
• Industry Knowledge- Expertise knowledge in financial services applications, preferable SAP
• Team player- Ability to build strong relationship with follow team members.

You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector. This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation.

At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo. You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing. As an employee, you will have the chance to chart your own career path and take advantage of competitive compensation packages and progression opportunities based on merit.

We offer pension plans and life insurance for financial security. Our health and wellbeing benefits include private medical insurance, wellness cover, and an employee assistance program. Additionally, our mobility benefits vary based on seniority level and include company car benefits and transportation assistance. Furthermore, we provide additional perks such as celebration rewards, a jubilee program, and a meal program.