Sr. Support Engineer, SAP. This role is 100% Remote, engineer will work in US EST/CST time zone hours but can be based anywhere in the US. The role will report directly to the Regional Manager, SAP.
Position SummaryThe role of the
Sr. Support Engineer, SAP IS-U Billing is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting, and supporting of multiple SAP modules for our global clients. The role of the Sr. Support Engineer
SAP requires functional experience and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments.
Essential Duties & Responsibilities - Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP IS-U and Billing functionality and technology in complex SAP environments.
- Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience.
- Provide remote-based functional and technical support & training for your specialist SAP functionality.
- Support client customizations, sharing implementation and best practices advice.
- Develop application break fixes for critical product defects.
- Create scripts to identify, analyze and correct data issues.
- Manage one or more key assigned accounts as a technical/functional advisor.
- Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity.
- Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
- Collaborate with team members in a virtual team environment to extend field experience to different client situations.
- Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
Experience- 10+ years relevant SAP experience particularly with SAP IS-U and Billing modules.
- 7+ years direct support of application end-users in a Corporate environment
- Skills in client-facing support.
- A track record of successful roles in SAP implementation or upgrade projects
- Deep working knowledge and understanding of supporting business processes
- Analytical, logical problem resolution skills
- SAP certification(s) preferred
- Knowledge of architecture, implementation and key functionality
- Expertise with SAP R/3, ECC, SAP Netweaver, SAP Knowledge Management including full life-cycle implementation experience, configuration and administration of the application
- Demonstrable history solving complex problems across multiple modules
Skills- Superb trouble-shooting skills and tenacity in problem solving
- Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
- Strong knowledge of key application functionality, tables and relationships
- Deep knowledge of SAP customization/extension methodologies
- Excellent development skills using SAP toolset
- Excellent interpersonal, presentation and communication skills - verbal & written
- Attention to detail and the ability to learn quickly
- Extreme focus on Client satisfaction
- Demonstrated ability to work independently and as part of a team
- Ability to work calmly and professionally in high pressure situations
- The ability to work remotely from a home-based office in a virtual environment.
Desired Qualifications- The best candidates will have extensive knowledge of multiple SAP modules across releases including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology.
- Knowledge of any Country Specific Solutions would be an advantage.
- Experience with global implementations would be an advantage.
Education Bachelor's degree in Computer Science or related field or equivalent experience
LocationRemote - Eastern or Central Time Zone
The general salary range for this type of role is 128k - 160k depending on skills and experience. The actual compensation offered will ultimately be based on several factors such as: a candidate's location, and the level of applicable skills and professional experience. Rimini's target pay for each position is available upon request during the applicant's Interview process.
Benefits for US employees include:
- Medical, Dental, and Vision insurance
- Disability insurance
- Paid Parental Leave
- 401(k) program
- Generous Paid time off (PTO)
