Description:
GENERAL RESPONSIBILITIES:
- The Senior Support Engineer is responsible for Leading CAS Practice delivery team.
- Delivering Standard and Custom CAS Packages for secure customers NS2 Cloud Customers.
- Ability to own, lead and coordinate operational tasks.
- Deep dive on issues, with the ability to perform root cause analysis for critical customer support issues and communicate complex recommendations to customer leadership.
- Mentor and guide junior members of the team.
REQUIRED EXPERIENCE:
- U.S. Citizenship required.
- Bachelor’s degree in Engineering, Management Information Systems, or Science (Mathematics, Computer Science, Chemistry, Physics, etc.).
- Good understanding of general programming concepts, infrastructure concepts and operating systems, and general database knowledge.
- Excellent management skills with strong customer-facing experience.
- Excellent oral and written communications skills in English, with the ability to effectively interact with all levels of customers and management, both internal and external.
- Ability to work independently and take ownership of assigned tasks.
- Ability to establish solid working relationships with clients.
- Presentation, communication, and conflict management skills.
- Excellent technical knowledge/experience within the area of SAP Netweaver and SAP HANA.
- Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support) in cooperation with experienced support engineers if necessary while maintaining high customer satisfaction.
- Good technical knowledge/experience in the following area: SAP HANA Cloud integration, Gateway, technical FIORI enablement, SAP Cloud Platform, SAP Cloud Connector, SSO, SSL, and integration technologies.
- Experience in performance analysis and optimization of SAP Applications.
- Perform weekend support and 24x7 support activities as required.
- Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests.
- Drive improvement of Knowledge quality in the area of expertise, both internally & externally.
PREFERRED EXPERIENCE:
- SAP HANA database management and troubleshooting experience.
- Linux operating system management and troubleshooting experience.
- 5+ years of implementing, administering, and troubleshooting enterprise-level applications.
- Experience working with software applications with deep experience in S/4HANA Cloud Environments.
- At least 2-3 years of work experience as an architect for cloud applications/services and architecture.