ABOUT US

SAP Fioneer builds software and platforms that enable banks, insurance companies, and challengers to run, transform, and grow – cost-efficiently and at scale and speed.

Backed by global technology leader SAP and entrepreneurial investor Dediq, we are in a unique position to combine the speed and agility of a start-up with the experience and capabilities of a best-in-class software company. Benefiting from a broad network of partners, we aspire to be more than just a vendor: a reliable and safe pair of hands that is there today and tomorrow to put financial services organizations at the cutting edge – from established players to disruptive challengers.

As a global business with 1,000 employees in 22 offices, and over 800 customers across 17 countries, SAP Fioneer’s pioneering spirit is fueled by bold creativity and underpinned by its rock-solid technology.

YOUR ROLE

As a support engineer, you will work closely with customers on issue and problem resolution, issue de-escalation guidance, and ticket management and metrics review. This includes root cause analysis, defining proactive measures for avoiding issue recurrence, managing known error databases, and quality assurance for identifying error patterns.

You will be diligent about ensuring best practices and pragmatic about ensuring that our customers' success is maintained. This position typically works under limited supervision and direction. You will regularly exercise discretionary decision-making to shape this role as you see fit.

YOUR RESPONSIBILITIES

1. Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different divisions of SAP Fioneer.
2. Work closely with customers in issue and problem resolution, root cause analysis, and troubleshooting.
3. Support customers with resolution guidance in your area of expertise and deliver consistently high-quality customer experience.
4. Manage overall ticket management & metrics including dashboards, reports, presentations, and any supporting documentation.
5. Provide customer guidance and training.
6. Ensure customer satisfaction and support service continuous improvements.

YOUR PROFILE

1. Strong problem-solving and critical situation handling skills.
2. Experience in the financial services environment, ideally with SAP solutions is a plus.
3. Expert knowledge in application or technical components.
4. Good communication skills in English.
5. Previous experience in support organizations and ticket management.
6. Experience with customer and stakeholder management.
7. Most of our projects are outside Mexico, so a good level of English is required.

Skills

1. Problem Solving - Ability to define and assess a problem, determine the cause, identify, prioritize, and select alternatives/action plans for a solution and drive the resolution.
2. Good communication and presentation skills - Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.
3. Industry Knowledge - Expertise in financial services applications, preferably SAP.
4. Team player - Ability to build strong relationships with fellow team members.

WHAT WE OFFER

1. Opportunity to shape the fast-changing financial services landscape.
2. Flexibility to work and gain experience in different areas of the company as you grow your career.
3. Fast-paced start-up type culture with an experienced team, strong brand, and an enviable product portfolio.
4. Work with some of the smartest and most driven individuals around the world.
5. Competitive compensation package and countless growth opportunities.
6. Flexible working policy, so you can work when and where it's comfortable for you.
7. Unparalleled impact + Exponential growth + The best of both worlds + Bold innovation + Constant development.
8. Lean hierarchy environment with a focus on your growth in providing individual career paths.

WELCOME TO THE WORLD OF FIONEERS

At Fioneer, we combine rock-solid technology with bold creativity. We work in partnership with our clients to build a financial ecosystem that is resilient, inclusive, and future-fit. We are investing and building the financial services platforms and offerings that are able to help our clients succeed and win in the fast-changing financial services industry and ecosystem. Our systems are already market leaders in today’s world and will be the leading foundation for our client’s success in the future. Join us if you want to be part of creating the FSI world of tomorrow and enter into a future-proof career.