Sr. Support Engineer, SAP

About the role

The Sr. Support Engineer, SAP IS-U Billing role is 100% remote, with engineers working in US EST/CST time zones. The role reports directly to the Regional Manager, SAP. The position provides exceptional remote-based support for mission-critical SAP applications as part of a global customer support team. Key responsibilities include:

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP IS-U and Billing functionality 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 proactive contributor to a support organization running 24x7x365, requiring the ability to work flexible hours, including evenings, weekends, and holidays, and monitor 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.

Essential Duties & Responsibilities

Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP IS-U and Billing functionality 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 proactive contributor to a support organization running 24x7x365, requiring the ability to work flexible hours, including evenings, weekends, and holidays, and monitor 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

• 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.
• Superb trouble-shooting skills and tenacity in problem solving.
• A 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.
• An attention to detail and the ability to learn quickly.
• An extreme focus on client satisfaction.
• A demonstrated ability to work independently and as part of a team.
• The 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

• 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 advantageous.
• Experience with global implementations would be advantageous.

Education

• Bachelor’s degree in Computer Science or related field or equivalent experience.

Location

Remote - Eastern or Central Time Zone.

Why Rimini Street?

Rimini Street Inc. is an affirmative action-equal opportunity employer and complies with all applicable Federal, State, and Local Laws regarding recruitment and hiring. Qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by law. Rimini Street Inc. offers a comprehensive compensation and benefits package to employees. 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).