Young Professional: Support Engineer

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.     #li-mc8   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 global 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, Guided Answers).  Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles) Test internal systems to prevent future issues on customers' systems Support and participate in innovation projects aimed at achieving our Vision and Goals Show an ability to adapt to changes and a flexible approach to working with different teams Demonstrate excellent customer focus and communication skills internally and externally Adopt 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 area Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)

What you bring

Possess 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 areas Ability to effectively handle difficult and challenging customer interactions Ability to manage multiple tasks and projects with changing priorities Outstanding communication skills, including the ability to speak and write fluently in