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Senior Support Engineer at SAP in HYDERABAD

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Senior Support Engineer Job


Date: Jun 26, 2019

City: Hyderabad, AR, IN

Company: SAP

Requisition ID: 221951


Work Area: Customer Service and Support

Expected Travel: 0 – 10%

Career Status: Professional

Employment Type: Regular Full Time

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

CallidusCloud is now SAP Sales Cloud, part of Customer Experience division. We help sales teams sell faster and perform better, using AI-driven software that transforms your company’s lead-to-cash process. Our full suite of sales process tools includes sales automation, incentive management, Configure Price, Quote (CPQ), coaching and sales enablement.


Team: Global Support

Technical Support Engineers will work closely with the Global Support Team, customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with refined analytical skills to deliver the highest level of problem resolution to CallidusCloud customers, consultants, and partners.


Roles & Responsibilities:

  • Act as the first point of contact for all CallidusCloud customers, consultants, and partners requiring application support.
  • Triage all incoming web, phone, and email case requests.
  • Provide phone, chat and email assistance to customers, consultants and partners on the usage of CallidusCloud products and layered components, such as data transformation tools and report writing tools.
  • Research, analyze and troubleshoot to diagnose and resolve technical problems.
  • Install and configure the product suite to recreate issues and analyze for the root cause.
  • Develop and maintain effective relationships with internal and external customers.
  • Proactively communicate client status, concerns, and issues to the appropriate management team.
  • Contribute to CallidusCloud 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.
  • Provide on-call support during the weekend, on rotation-basis or when scheduled.

Education & Qualifications:

  • Bachelor’s degree in Computer Science, CIS, MIS, STEM or related field required.
  • 3+ years of experience in a customer support environment, SaaS experience a plus.
  • Experience with relational databases such as Oracle, SQL Server, etc.
  • Experience with Linux and Windows operating systems.
  • Working knowledge of technology components such as:
  • SQL and SQL stored procedures (PL/SQL, T-SQL)
  • Scripting programs e.g. Python, Groovy
  • Web Application Servers e.g. Tomcat, Weblogic
  • Java language including XML, Servlet, EJB APIs
  • Excellent customer relationship, organizational, verbal and written communication skills.
  • Excellent problem solving and listening skills.
  • Highly motivated, self-starter.


Company Profile


SAP ERP is an enterprise resource planning software developed by the German company SAP SE. SAP ERP incorporates the key business functions of an organization. The latest version (SAP ERP 6.0) was made available in 2006. The most recent Enhancement Package (EHP8) for SAP ERP 6.0 was released in 2016.

Business Processes included in SAP ERP are Operations (Sales & Distribution, Materials Management, Production Planning, Logistics Execution, and Quality Management), Financials (Financial Accounting, Management Accounting, Financial Supply Chain Management), Human Capital Management (Training, Payroll, e-Recruiting) and Corporate Services (Travel Management, Environment, Health and Safety, and Real-Estate Management).

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