As market leader in enterprise application software, SAP helps companies of all sizes
and industries innovate through simplification. From the back office to the boardroom,
warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers
people and organizations to work together more efficiently and use business insight more
effectively to stay ahead of the competition. SAP applications and services enable customers to
operate profitably, adapt continuously, and grow sustainably. SAP assists companies of all sizes and
industries run better. SAP is the global leader in Business Execution Software.
SAP solutions help companies execute faster and smarter, with greater insight delivering
better business results than ever before. We believe that the power of our people, products and
partners unleashes growth and creates significant new value for our customers, SAP, and ultimately
entire industries and the economy at large.
Position: SAP Cloud Product Support Engineer with German
As part of The SAP Cloud Product Support team, this role supports the SAP SaaS Cloud
Product Portfolio. The Support Engineer is responsible for assisting our customers by troubleshooting
issues, answering questions and providing solutions for reported incidents. It also is a combination of
post golive customer support and/or system administration.
A Look at Your Benefits at SAP Ireland
(All benefits available from your first day with SAP)
Pension:
You are automatically enrolled into the plan at a default rate of 4% of your base salary. SAP
will contribute an additional 10%. You can increase your contribution and have the opportunity
to add additional voluntary contributions (AVCs) if you wish.
Benefit Allowance:
This allowance helps you purchase additional benefits through SAP. Your amount is
determined by your Pension contribution (see table above). Any unused allowance after
choosing your other benefits will be paid out throughout the year as Taxable Cash (pro-rated).
Health Allowance:
You can choose Private Health Insurance cover from your first day at SAP. The following
allowances are offered to you and your family when purchasing Health Insurance through
SAP: 1,200 for you, 500 for your partner and 150 per dependent. If you do not choose a
policy through SAP, you will receive a default amount of 1,000 gross (pro-rated).
Additional Leave Purchase:
Your annual leave amount is 22 days per annum. You can purchase additional holidays using
your benefit allowance:
Purchase up to 5 days extra holidays if you have up to 5 years service with SAP
Purchase up to 10 days extra holidays if you have 5+ years service with SAP
Onsite Restaurant:
Complimentary 3 course lunch onsite every day plus a subsidised breakfast. Complimentary
Teas and Coffee are also available all day throughout our coffee corners. For gourmet coffee-
lovers, there is also a subsidised Costa Coffee onsite!
Income Protection:
If you are unable to work due to disability, SAP will continue to pay your base salary for the
first 13 weeks at 100%, and the next 13 weeks at a rate of 66%. If you are unable to work for
longer than 26 weeks, and your claim is accepted by the insurer, you will be paid at 66% of
your basic salary by the insurance company.
Life Assurance:
A lump sum payment equal to 4 times base salary in the event of a death of an employee.
This amount is payable tax-free to the dependent(s) of the deceased employee.
Dental Insurance:
You can use your benefit allowance to purchase this insurance for you and your dependents
(spouse, partner, child, or step-child). Dental insurance is provided by DeCare Dental.
Bike to Work:
You can use your benefit allowance to purchase bicycles and safety equipment for your
journey to and from work.
Tax-Saver Commuter Tickets:
You can use your benefit allowance to purchase annual Tax Saver commuter tickets for cost
effective commuting. Choose from Irish Rail, Luas, Dublin Bus, Bus Eireann and private coach
options.
Groupscheme Sports & Massage Onsite Dry-Cleaning Employee Equity / Stock
Plan Social Service Showers Service Assistance Options
Program
Responsibilities:
Analyse incidents, research solutions and provide answers easily understood by customers
Troubleshooting complex problems and provide the best available solution or workaround
within the agreed service levels
Document solutions to known issues and consulting questions
Develop technical solutions to be posted to both internal and external knowledge base
Liaising with Development and Field Teams to identify application errors and missing product
functionalities for future releases (legal/non-legal requirements)
Liaising with production management to identify and report application errors
Document issues in a CRM system and defects in our engineering tracking tool
Act as a liaison between our Product Management and Engineering teams
Collaborate with other employees by providing important customer feedback, process
improvement suggestions, new troubleshooting tips and other actions that involve improving
our product
Education/Qualification required:
Bachelors Degree in Computer Science, Information Technology, Business Information
Systems or a related field (not necessary in case of experience on similar position)
Fluency in English and German essential
Excellent communication and presentation skills to effectively explain a solution to a
customer's problems
You will be even more competitive if you have:
Understanding the technical differences between on-premise and cloud-based solutions
Knowledge in Customer Infrastructure and Technology: Good knowledge of Windows and
MAC Operating Systems, MS Office Suite and networking concepts
Good understanding of Mobile devices & technologies, web services concepts as well as
HTTP/HTTP protocols and XML knowledge
Basic knowledge of a programming language (preferable an object oriented language).
Knowledge in reading ABSL script would be an advantage
Understanding general use of Add-ins, SSL Certificates and system communications,
knowledge in Databases (RDBMS) and security protocols
Analytic: Understanding of report capabilities, how report fetches data, customization
concepts in analytic and features such as broadcasts, cloud data sources, KPIs would be
preferred.
Business Processes: knowledge in sales and marketing process flow (Campaign, Target
Groups, Leads, Opportunity, Sales Quote, Sales Order) and in customer service and field
service management process flow (Tickets, KB, Text analysis, integration with Social Media,
pricing, Product Lists,) as well as HR Information Systems
Other job requirements:
Passionate about learning new concepts and technologies
Excellent problem solving & analytical ability
Strong team player and comfortable working on own initiative
Strong time management and multi-tasking capabilities
Flexibility with working hours
Capable to translate business needs into technical requirements
SAPS Diversity Commitment:
To harness the power of innovation, SAP invests in the development of its diverse employees. We
aspire to leverage the qualities and appreciate the unique competencies that each person brings to
the company. SAP is committed to the principles of Equal Employment Opportunity and to providing
reasonable accommodations to applicants with physical and/or mental disabilities.
