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Support Engineer – Business One Job


This is a Full-time position in Montréal, QC posted September 16, 2017.

159317 Customer Service and SupportExpected Travel: 0

– 10% ProfessionalEmployment Type: Regular Full TimeCOMPANY DESCRIPTIONAs market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification.

From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably. AND OBJECTIVES Trusted by over 55,000 companies in 150+ countries, the SAP Business One application offers ways to manage an entire business from sales and customer relationships to financials and operations. This single solution streamlines key processes from accounting and CRM to supply chain management and purchasing. SAP Business One can be deployed on premise or in the cloud, and can be accessed any time and from any place using mobile app. We are currently looking for an experienced Support Consultant with fluency in English to support customers using our SAP Business One solution. In this challenging role, you will join the global Business One organization on its mission to achieve customer success in the mass volume market. You will have a dual reporting line to the global topic lead and location manager. EXPECTATIONS AND TASKS In a support capacity, you will have the following key responsibilities:Troubleshooting complex 2nd and 3rd level system problems reported by SAP partners via the web-based messaging system, and providing the best available solution or workaround within the agreed service levelsCorrectly evaluating the impact of the reported issues on our client’s businessLiaising with Development Teams to identify bugs and missing product functionalityDocumenting solutions to known issues and consulting questionsModerating Product Discussion ForumsParticipating in internal projects that drive Support Automation and Partner EnablementWork Hours: shift schedule for business needs from 9:00 – 21:00 Eastern Standard Time EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES Degree in Computer Science or IT (preferred) or equivalent work experienceGood understanding of the business process at small or medium business includingend-user knowledge of an ERP software solutionSystem Administration (Windows platforms, Citrix, WTS), Security and NetworkingDatabase Management System Administration (SQL Server) and query languageExperience with Windows Server & Linux OS platforms and toolsKnowledge of database concepts such as SQL locks, deadlocks, indexing etc.Cloud computing and networking knowledge and experienceExperience with troubleshooting database performance issues using tools such as profiler, DMVsTroubleshooting experience of technical issues to diagnose issues and differentiate between product and non-product issues – identify OS issuesAptitude and/or experience to deal with challenging support casesExcellent problem solving & analytical abilityStrong customer focus & interpersonal skillsFluency in English, Spanish an assetExcellent communication skills (written and oral in all required languages)Ability to work as part of a multi-cultural team WORK EXPERIENCE Minimum 2 years Product Support experience in a Multinational Company (preferred)SAP’S DIVERSITY COMMITMENTTo harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable 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 (Americas: Additional Locations: