SAP Calladus Associate Technical Support Engineer (Support Associate)

San Ramon, California, us
Company: Sybase
Category: Computer and Mathematical Occupations
Published on 2021-07-30 22:04:05

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.

Associate Technical Support Engineer 

To help support our global growth, Success Factors - Sales Performance Management is seeking a Associate Technical Support Engineer, to join our team at our San Ramon, CA office location.

Associate 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 analysis skills to deliver the highest level of problem resolution to CallidusCloud customers, consultants and partners. 

The Role 

  • Act as the first point of contact for all Success Factors - Sales Performance Managementcustomers, 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 Success Factors - Sales Performance Management 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 root cause. 

  • Develop and maintain effective relationships with internal and external customers. 

  • Proactively communicate client status, concerns and issues to appropriate management team. 

  • Contribute to Success Factors - Sales Performance Management 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 weekend, on rotation-basis or when scheduled. 

  • Role Requirements 

    You will need:

  • Bachelor’s degree in Computer Science, CIS, MIS, STEM or related field required. 

  • 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 SQL and SQL stored procedures (PL/SQL, T-SQL). 

  • Knowledge of the Java language including XML, Servlet, EJB APIs. 

  • Knowledge of Tomcat and/or WebLogic. 

  • Excellent customer relationship, organizational, verbal and written communication skills. 

  • Excellent problem solving and listening skills. 

  • Highly motivated, self-starter. 

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