[Hiring] Support Engineer @Rimini Street

Role Description

The role of the Support Engineer, SAP MM / eWM is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting, and supporting multiple SAP modules for our global clients who use both 4.x and ECC environments.

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology.
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience.
• Ability to configure, present and discuss best practices and functionalities of the SAP eWM and MM modules.
• Knowledge related to Mexican localization tax and regulatory requirements.
• Support client customizations, sharing experience and best practices advice.
• Develop or work with a developer to deliver application break fixes for critical product defects.
• Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity.
• Be a pro-active contributor to a support organization which is running 24x7x365, requiring the ability to work flexible 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.

Qualifications

• 5+ years relevant SAP experience particularly with MM/eWM Modules.
• 5+ years direct support of application end-users in a corporate environment.
• Proven experience in MM-eWM (integration, troubleshooting, configuration).
• Demonstrated ability to support Brazil-specific localizations in MM processes (e.g., Nota Fiscal, tax calculation, integration with fiscal solutions).
• Experience working in highly customized environments (Z routines, user-exits, enhancements).
• Ability to handle critical incidents and work under SLA-driven environments.
• Proven track record in documentation and knowledge transfer activities (such as KT sessions, producing runbooks, and solution documentation).
• A track record of successful roles in SAP implementations, rollouts or application support.
• Relevant working knowledge and understanding of supporting business processes.
• Analytical, logical problem resolution skills.
• SAP certification(s) preferred.
• Knowledge of maintenance/patching mechanics and SAP architecture.
• Demonstrable history solving complex problems across multiple modules.

Requirements

• Superb trouble-shooting skills and tenacity in problem solving.
• 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.
• Attention to detail and the ability to learn quickly.
• Extreme focus on Client satisfaction.
• Demonstrated ability to work independently and as part of a team.
• Ability to work calmly and professionally in high pressure situations.
• The ability to work remotely from a home-based office in a virtual environment.

Preferred Qualifications

• Extensive knowledge of multiple SAP modules across SAP releases (4.x & ECC) 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 an advantage.
• A consulting background, while not mandatory, would be useful.
• Experience with localizations and global implementations would be an advantage.

Education

• Bachelor’s degree in computer science, Information Technology, or a related field.

Language

• Fluency in both English & Portuguese is required.
• Spanish language skills are considered a plus.

Location

• Remote Brazil.