Job DescriptionWe are looking for recent college graduate in Monterrey, Mexico who is driven by a desire to provide our customers with outstanding customer service. The key responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of SAP Products. What you'll doEnable customers to implement and operate their SAP solutions efficientlyCollaborate closely with other SAP Lines of Business (LOBs) to ensure great customer servicePerform the root cause analysis of reported incidentsParticipate in global projects around support processes, infrastructure requirements and quality assuranceProvide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applicationsProvide consulting for customers on procedural issues and queriesReport errors and code defects to development organizations; collaborates to prioritize fixes and validate solutionsMaintain personal broad knowledge of product area and deep component expertiseProvide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat) Provide weekend and evening shifts as scheduled when necessaryMaintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs) Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge Familiarize yourself and act in accordance with SAP Support Strategy and CultureHandle escalated customer issues Proactive Support and Innovation Activities Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.G., WIKI content, Knowledge Base Articles, Guided Answers). Enhance the existing technical documentation available (e.G., SAP Notes,



Knowledge Base articles)Test internal systems to prevent future issues on customers' systemsSupport and participate in innovation projects aimed at achieving our Vision and GoalsShow an ability to adapt to changes and a adaptable approach to working with different teamsDemonstrate excellent customer focus and communication skills internally and externallyAdopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.G., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.). Develop product specialization in at least one product areaExcel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE) QualificationsWhat you bringPossess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds. Experience in Support, Consulting, Software Development, IT, or Quality Assurance. Solid experience in a previous customer service role providing technical support Degree in Information Technology/Computer Science or similar areasAbility to effectively handle difficult and challenging customer interactionsAbility to manage multiple tasks and projects with changing prioritiesOutstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plusProgramming knowledge (Java, C++, ABAP/4, etc.)Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workaroundsExceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interactionProven ability to manage multiple tasks or projects with changing prioritiesAbility to thrive in a fast-paced environment and to work cross-culturallyExperience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes is an assetExperience with one or more of the following: Analyzing logs based on error codes Reading Java and object-oriented programming Reading JSON (JavaScript Object Notation) XML,



including SOAP and HTML Fiddler and/or Soap UI applications Troubleshooting and debugging common web-browsers HTTP and security Additional InformationAbout SAPWith a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improves people’s lives.As a leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. 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 world. SAP is committed to the values of Equal Employment Opportunity and provides 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 complete your application, please send an email with your request to the Recruiting Operations Team: [email protected]. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy and childbirth), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor. AI Usage in the Recruitment Process For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.

📌 Next Generation Support Engineer (Monterrey)
🏢 SAP IT Business Systeme
📍 Monterrey