We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
About the SAP Internship Experience Program
The SAP Internship Experience Program is SAP’s global, strategic, paid internship program that provides university students with opportunities to find purpose in their careers.
Three reasons to intern at SAP
1. Culture of collaboration: meet with mentors, make new friends across the globe and create a thriving personal network.
2. Project-driven experience: gain cross-functional skills from our virtual and in-person learning sessions, diverse subject matter experts, and project deliverables.
3. Gain visibility: with SAP Internship Experience Program in your title, you’ll have a global network of SAP leaders, entrepreneurs and career development opportunities at your fingertips.
About the team
The Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers.
What you’ll do:
Position title: SAP iXp Intern - Product Support Engineer SuccessFactors Learning
Location: São Leopoldo, Rio Grande do Sul
In this role, you’ll:
1) Incident Solving
Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifyingcustomized entries or hardware parameters
Perform root cause analysis and provide solutions
Achieve a good level of customer satisfaction
Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
Share and document knowledge through creation of WIKI entries and Knowledge Base articles
2) Additional Tasks
Report errors to development organizations
Participate in Knowledge Management (WIKI content, Knowledge Base Articles)
Open to work daily or late shift, if needed
3) Support Without Incidents
participate in projects aimed at achieving the organizational vision.
Carry out new tasks as requested e.g. participate in Real-time support (chat) in cooperation with an experienced support engineer.
4) Processes
Get certified in Classroom Training or e-Learning Lessons regarding incident processes
Who you are:
We’re looking for someone who takes initiative, perseveres, and stay curious. You like to work on meaningful innovative projects and are energized by lifelong learning.
A person that works collaboratively to provide solutions to customers. Learn new skills and technologies that will open paths to many new possible careers. The learning never ends – you are expected to continuously learn and up-skill during your time here. Get involved with SAP’s active Community and experience what it is like to be early talent at one of the biggest software companies in the world. Get the small startup feel with big enterprise backing. Innovate and create new tools that will help SAP run simple. Anything you can think of to make the business run better will get SAP support. Join the global SAP Family and become an ambassador for the Support OrganizationRequired skills
Engineering Bachelor’s degree or Computer science and similar, but also open to candidates with other backgrounds At least 1 year of experience in a customer support environment, SaaS experience a plus Advanced/fluent English communication - writing and speaking skills.Required competencies:
Growth mindset: we all have successes, as much as we have mistakes. The most important piece is to come prepared to grow through those scenarios and share with us how you overcome challenging situations to bring successful results. Communication: being a person that truly enjoys being in touch with customers and stakeholders to provide best support experience possible to customers. Collaboration: in our team, working in collaboration is what makes us succeed through the challenges. Collab is essential for the team growth, networking growth and reputation in the ecosystem we maintain relationships that support our work to deliver successful support experiences to customers. Resilience: if life gives you lemons, make a lemonade! We’re looking for people who is resilient in challenging times, and clearly understands that feedbacks should always be accompanied of proposals on how to solve. Analytical thinking and solution oriented: troubleshooting is a form of art. If you consider yourself a curious person, with critical analytical skills sharpened, this is the place to be! Also, we’re looking for people that carries PULSE methodology in the DNA of daily ticket handling. Time Management: we’re a very busy team, and managing time is a key pillar to ensure collaboration to global queue and great customer experience.Technical Skills:
Awareness about cloud system architecture and SaaS environment Working knowledge of Service Management ticketing systems A good understanding of SQL. Working knowledge of of HTML, CSS, JS (Vanilla or jQuery)
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 413479 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Student | Employment Type: Limited Full Time | Additional Locations: #LI-Hybrid.