Descripción de la vacante

RHONDOS Inc. is looking for a consultant to join our Centre of Excellence within Customer Support &

- Professional Services. This shift-based, senior technical role owns the full lifecycle of Power Connect customer support from frontline Level 1-2 incident response through complex Level 3 troubleshooting and root cause analysis while also serving as the technical subject-matter expert for pre-sales proof-of-concept engagements, customer training, installation and upgrade delivery, use case development, and internal SAP systems support. You will contribute to the Co E's knowledge base and diagnostic playbooks, and help continuously improve support processes, deployment automation, and training delivery across the team.

Key Responsibilities

L1-L2 Product Support Adhere to the assigned shift schedule, ensuring on-time handovers with thorough and accurate shift notes

Serve as a first point of contact for Power Connect customer support requests within the assigned shift

Triage, investigate, and resolve Level 1-2 incidents in line with established SLA thresholds and priority rules

Log and maintain accurate records of all incidents, resolutions, and workarounds in the ticketing system

Monitor Power Connect system health dashboards and proactively identify potential service disruptions

Maintain a shift log of all active issues, pending tasks, and customer communications

Provide structured handover briefings to the incoming shift team, ensuring continuity of open issues

Follow on-call and escalation protocols when critical incidents arise during or outside shift hours Power Connect Troubleshooting &

- Root Cause Analysis Conduct thorough root cause analysis on recurring, high-severity, or business-critical incidents, producing structured RCA reports

Analyze system logs, traces, configuration files, and network data to diagnose deep technical issues

Develop and document workarounds, fixes, and preventive measures based on RCA findings

Collaborate with product engineering teams to report confirmed defects and track resolution through the product release cycle

Build and maintain an internal knowledge base of known issues, resolution patterns, and diagnostic playbooks

Review incident trends across the support queue to identify systemic problems and initiate problem management actions Pre-Sales &

- Po C Technical Support Support the technical delivery of Power Connect proof-of-concept engagements, including environment setup, configuration, and validation against customer-defined success criteria

Respond to deep technical questions from Sales Engineers, prospective customers, and existing customers, providing accurate, well-structured answers on architecture, integration, and product behavior

Join customer calls as the subject-matter expert, providing live technical support on Power Connect capabilities, configuration options, limitations, and integration scenarios

Analyze customer technical requirements during Po C engagements and advise on the most suitable Power Connect configuration and deployment approach

Troubleshoot technical issues that arise during Po C execution, ensuring blockers are resolved promptly to maintain engagement momentum

Document Po C outcomes, technical findings,



and configuration details to support handover to professional services and post-sales teams OOTB Functionality Training Deliver end-user and power-user training on Power Connect out-of-the-box features, standard workflows, and core modules

Design and develop training curricula, session plans, and supporting materials tailored to customer roles and use cases

Conduct administrator training sessions covering user management, roles, permissions, system configuration, and routine maintenance

Demonstrate dashboards, reporting capabilities, and integration touchpoints to both technical and business audiences

Produce quick-reference cards, knowledge-base articles, and e-learning content based on common customer questions and feedback

Assess trainee comprehension through practical exercises and provide structured corrective feedback

Collect post-training feedback and continuously refine session content to reflect product changes and learner needs Installation &

- Upgrade Services Lead end-to-end Power Connect installation projects for new customers, following and contributing to validated deployment runbooks

Plan and execute version upgrades and patch deployments in customer environments, including pre-checks, execution, and post-validation

Conduct environment assessments covering OS, database, network, and infrastructure prerequisites prior to any deployment

Perform comprehensive data validation and technical checks after each installation or upgrade

Coordinate maintenance windows with customers and internal stakeholders to minimize business impact

Document environment configurations, architecture decisions, and all changes in the customer asset register

Review and contribute to runbook improvements based on lessons learned from field engagements Use Case Development Identify, define, and document Power Connect use cases based on customer requirements, industry trends, and product capabilities

Collaborate with customers, Sales Engineers, Customer Success Managers, and product teams to translate business problems into structured Power Connect solutions

Build and validate use case demonstrations and reference configurations that can be reused across customer engagements

Develop use case documentation including business context, solution design, configuration steps, and expected outcomes

Maintain a library of approved use cases and solution patterns for use by the broader Co E and Sales Engineering teams

Present use case concepts and solution designs to customer stakeholders at both technical and business levels

Contribute use case insights back to the product team to inform roadmap prioritization and feature development Internal SAP Systems Support &

- Maintenance Provide support for internal SAP system issues raised by business users, logging and tracking tickets to resolution

Perform routine SAP system maintenance tasks including user administration, role assignments, and authorization checks

Monitor SAP system performance, job scheduling, and batch processing; elevate anomalies to senior administrators

Apply SAP notes,



support packages, and minor patches under the guidance of senior team members

Assist with SAP transport management — importing and releasing transports across development, QA, and production landscapes

Support periodic activities such as system refreshes and client copies

Maintain internal documentation for SAP configurations, known issues, and standard operating procedures Continuous Improvement &

- Development Maintain expert-level knowledge of Power Connect releases, patches, and product roadmap updates

Contribute to and govern the Co E internal knowledge base, ensuring documentation is accurate, current, and actionable

Participate in Co E team meetings, retrospectives, and internal enablement sessions; actively contribute technical insights

Pursue relevant advanced certifications and training in Power Connect and adjacent technologies as agreed with management

Identify opportunities to improve support processes, deployment automation, and training delivery across the Co E

Share field experience and technical findings with junior consultants through structured coaching and knowledge-sharing sessions Requirements

Required Qualifications Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience

3 years of experience in technical support, professional services, or consulting for SAP, Splunk or Dynatrace

Hands-on experience with Power Connect (or comparable enterprise SAP-integration/observability software) administration, configuration, and troubleshooting

Experience conducting root cause analysis on high-severity incidents and producing structured RCA reports

Familiarity with SAP system administration fundamentals (user/role management, transport management, job scheduling, system monitoring) and experience with SAP Basis or SAP administration tooling

Experience delivering technical training or enablement sessions to both technical and business audiences

Ability to read system logs, traces, and configuration data to diagnose complex issues

Experience serving as a subject-matter expert on customer calls or proof-of-concept engagements

Experience with Splunk, Dynatrace, or Elastic

Experience with ticketing systems

Willingness and ability to participate in an on-call escalation rotation Preferred Qualifications Experience supporting pre-sales or proof-of-concept (Po C) engagements for enterprise software

Experience leading installation, upgrade, or migration projects in customer production environments

SAP certification(s) (e.g., SAP Certified Technology Associate) or Power Connect product certification

Experience building or contributing to a knowledge base, runbooks, or diagnostic playbooks

ITIL Foundation certification or familiarity with incident and problem management frameworks Benefits Employment for this role is structured through an Employer of Record (EOR) in your country of residence

Full statutory benefits and entitlements for the country of residence — including paid annual leave, public holidays, sick leave, and pension or social insurance contributions as applicable

Paid Power Connect and SAP certification training and professional development budget

We also offer: A fully remote-first working environment with genuine flexibility

Company-provided equipment

📌 Powerconnect Consultant (Ciudad de México)
🏢 RHONDOS
📍 Ciudad de México