Solution Support Engineer - SmartRecruiters
- SAP
- 1 - 4 years
- Bengaluru
- 2 months ago
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Job Description
WHAT YOULL BUILD
Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support, Engineering & Cloud Operations teams and ensuring consistent and up-to-date communication with customers.
- Engage with customer to assess the business impact of an issue.
- Analyze configurations, application and system log files to determine the cause of issue.
- Work closely with peers globally to ensure issue resolution in line with SLAs.
- Maintain accountability for an issue until the same is resolved.
- Provide quick solution for already known & documented issues.
- Logically work through problems to determine their cause and how they can be resolved.
- Report errors/bugs to Development.
- Provide support for customers on procedural issues and queries.
- Share knowledge & best practices with the team.
- Delivery of valuable content for Technical Support Knowledge Base.
- Contribute to Technical Knowledge Database by following the SAP case solving methodology.
- Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
- Participate in weekend support coverage as per roster planned globally.
- Continually develop expertise on new releases and product as demanded by business environment.
WHAT YOU BRING
- Engineering degree or, M.Tech or Masters in Science (Physics & Mathematics).
- Support Process and knowledge of handling Incidents in ITIL framework.
- 1-4 years of experience in customer facing engagements supporting/Implementing SuccessFactors or SmartRecruiters equivalent HRIS suite.
- Total experience at least 1-3 years of IT industry
- 1+ years of directly related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS Recruitment module and Onboarding Modules working knowledge of XML, Java, J2EE, HTML.
- Experience with SmartRecruiters will be an advantage.
- Experience with Web SSO (SAML 2.0)
- Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tools
- Very good understanding of RDBMS database concepts, SQL.
- Familiarity with Browsers based tech, operating system, networking concepts.
- Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an added asset.
- Good understanding of standard business processes & scenarios.
- Strong customer focus.
- High attention to detail in identifying root-cause.
- Ability to understand customer s business process and able to use that
- Knowledge to anticipate best mode of resolution.
- Strong analytical & logical skills.
- Strong problem resolution, analysis and documentation skills.
- Strong team player; enjoys working with international teams.
- Outstanding ability to manage & prioritize own workload/tasks.
- Excellent communication, collaboration skills.
- Ability to work with high sense of urgency and willingness to commit the additionaltime and effort on high impact issues.
- Experience with online communications.
- Excellent English communication - writing and speaking skills.
- Familiarity with standard PC packages
- Working knowledge of CRM and Service Management ticketing systems
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: SAPLocation(s): Bengaluru+ View Contact
Keyskills: Ticketing XML Consulting HTML Customer service Troubleshooting Technical support Analytics CRM SQL
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