Next Generation Support Engineer (SAP)

Location: Monterrey, Mexico; hybrid work pattern

Company

SAP develops enterprise applications and business AI solutions supporting critical business operations across finance, procurement, HR, supply chain, and customer experience.

What you will do

• Support customers with the implementation, deployment, functionality, and usage of SAP solutions.
• Resolve technical and functional issues affecting SAP Ariba, SAP Business Network, and SAP Fieldglass applications.
• Perform root cause analysis, identify workarounds, and report errors or code defects to development teams.
• Communicate with customers through phone, email, and expert chat, including handling escalated issues and scheduled evening or weekend shifts.
• Create and improve knowledge base articles, SAP Notes, technical documentation, and guided answers.
• Participate in support process, infrastructure, quality assurance, testing, and innovation projects.

Requirements

• Recent college graduate in Information Technology, Computer Science, or a similar field.
• Experience in technical support, customer service, consulting, software development, IT, or quality assurance.
• Knowledge of troubleshooting by gathering symptoms, narrowing down causes, and finding workarounds.
• Fluent spoken and written English is required.
• Programming knowledge such as Java, C++, or ABAP/4, with familiarity with logs, error codes, JSON, XML, SOAP, HTML, HTTP, and security.
• Ability to manage changing priorities, handle difficult customer interactions, and work effectively across cultures and teams.

Nice to have

• Experience with ERP, BI, SAP products, or business processes.
• Experience with Java and object-oriented programming, Fiddler, SoapUI, browser debugging, or web troubleshooting.
• Proficiency in languages other than English.

Culture & Benefits

• Flexible working models and a focus on inclusion, health, and well-being.
• Opportunities for formal training, knowledge development, and personal development planning.
• Cross-cultural collaboration with customers, partners, employees, and global support teams.
• Opportunities to develop product specialization and contribute as a Support Team Coach or Knowledge Domain Expert.

Hiring process

• Successful candidates may be required to complete background verification through an external vendor.
• Accessibility accommodations are available during the application process.