Job Description

We 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 do
• Enable customers to implement and operate their SAP solutions efficiently
• Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service
• Perform the root cause analysis of reported incidents
• Participate in integral projects around support processes, infrastructure requirements and quality assurance
• Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
• Provide consulting for customers on procedural issues and queries
• Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions




• Maintain personal broad knowledge of product area and deep component expertise
• Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
• Provide weekend and evening shifts as scheduled when necessary
• Maintains 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 Culture
• Handle 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, Guide

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