SAP Labs Recruitment Drive 2023
Job Responsibilities :
As a Support Engineer, your primary responsibility is to provide technical assistance and support to Callidus customers, consultants, and partners.
To ensure customer satisfaction, you will be responsible for triaging incoming case requests received via phone and web and providing timely assistance via phone, chat, or email.
You will also be responsible for verifying the severity of incoming cases and communicating the next steps and ETA for the next communication to the concerned parties.
To diagnose and resolve technical issues, you will research, analyze and troubleshoot customer reported problems related to Callidus products and their layered components such as data transformation tools and report writing tools.
In addition, you will be responsible for providing phone assistance to customers who call in for updates or escalation on their cases.
As a Support Engineer, you are expected to maintain effective relationships with both internal and external customers and proactively communicate client status, concerns, and issues to the appropriate management team.
You will also be responsible for contributing to SalesCloud Community by responding to product forums and posting knowledge-based articles.
To provide accurate and current documentation of issues, you will update the support case tracking system. Moreover, you will coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting, and resolving product defects.
This position may require you to work variable hours, including morning shifts, general shift, afternoon shift, evening shifts, overnight shifts, weekends, and holidays.
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Experience Requirement :
Candidates must possess a Bachelor’s degree in Engineering or Technology (BE/B-Tech) or an equivalent qualification in any discipline.
0-3 years of experience in a customer support environment is required. Experience in SaaS is an added advantage.
The applicant must have experience working with Relational Databases such as Oracle or HANA and building complex queries.
Familiarity with both Linux and Windows operating systems is necessary.
Candidates should be well-versed in Tomcat/Weblogic and SSO/SAML integration.
Having prior experience in Sales Cloud Commissions (Callidus) is desirable.
Knowledge of Business Objects 4.x, Crystal/Webi reports, and Informatica 10.x will be an added advantage.
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