Customer Success Specialist

Job Title:

Solution Support Engineer

Location:

Bonn, Germany

Expected travel:

20%; to the office or company events

What you`ll do:

Summary:

Are you a natural problem-solver who loves turning technical challenges into customer wins?

At SAP LeanIX, we're building the software that empowers organizations to create transparent, future-ready IT landscapes. Our platform is a market leader, and our customers are at the heart of everything we do. We're looking for a passionate and technically-minded Customer Support Specialist to be the trusted advisor and first point of contact for our users.

This isn't your average support role. You are the voice of SAP LeanIX, the detective who uncovers the root of a problem, and the hero who delivers the solution. If you thrive on diving deep into complex issues, collaborating with brilliant minds, and making a tangible impact every day, we want to hear from you.

What You'll Do: Your Impact at SAP LeanIX

As a Solution Support Engineer, you'll be at the core of our customer experience, ensuring every interaction is seamless, insightful, and effective.

• Become a Product Champion:
   Dive deep into complex customer support requests across multiple channels (ServiceNow, Slack, MS Teams), becoming the go-to expert for solutions. You'll own cases from start to finish, using your analytical skills to diagnose, troubleshoot, and resolve issues.
• Collaborate to Innovate:
   Act as the central hub for customer issues, working seamlessly with Customer Success Managers, Engineers, and Developers. You'll know exactly who to involve and when, ensuring a rapid and effective resolution for even the most critical requests.
• Leverage Your Technical Toolkit:
   Go beyond the surface to understand the "why" behind an issue. You'll use technical resources like log entries, run and adapt scripts, and utilize your knowledge of JSON and basic coding to get to the root cause.
• Drive Process Excellence & Scale Our Success:
   Champion knowledge sharing by creating stellar internal and external documentation. You won't just follow our support process—you'll actively contribute to improving it, helping us scale our world-class support.
• Grow into an Expert:
   Continuously expand your expertise in deep-dive topics like Enterprise Architecture, advanced reporting, and the intricate relationships between applications and IT components. Your career path is focused on tackling challenges of increasing complexity and scope, with a clear runway for growth.
• Shape Our Team Culture:
   Foster a positive, high-spirited team environment. As a key team member, you'll help onboard new joiners as a "Team Buddy," sharing your knowledge and enthusiasm.

What You'll Bring: The Skills for Success

We're looking for a proactive and curious individual who is driven by the motivation to minimize customer effort and maximize their success.

• Experience:
   A minimum of 2 years of experience in a technical support, application support, or a similar customer-facing technical role (SaaS experience is a huge plus).
• Education:
   A degree in Computer Science, Mathematics, Data Analytics, or a closely related discipline.
• Technical Foundation:
   A solid technical aptitude with basic programming/scripting skills (e.g., Python) and familiarity with JSON configuration. You're comfortable navigating new software and have a foundational understanding of the SAP LeanIX platform (or you're a very fast learner).
• Problem-Solving Prowess:
   Excellent problem-solving skills are a must. You are comfortable using structured methodologies (like DBEIMA or the 5Ps) to systematically break down and solve complex problems.
• Exceptional Communicator:
   You possess outstanding verbal and written communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.
• Customer-Centric Mindset:
   You have a genuine desire to help others and an understanding of key customer support KPIs and how to positively influence them.

Why You'll Love Working at SAP LeanIX

• Make a Real Impact:
   Your work directly contributes to customer satisfaction and the success of some of the world's leading companies.
• Unmatched Growth Opportunities:
   We are committed to your professional development. You'll be challenged, mentored, and given the autonomy to grow into a subject matter expert.
• A Culture of Collaboration:
   Join a supportive, intelligent, and driven team where your contributions are valued, and you have the opportunity to mentor others.
• Work with a Market Leader:
   You'll be supporting a best-in-class SaaS product that combines the innovation of a category-defining startup with the global reach and stability of SAP.

Meet your team:

Your team is comprised of multi-national members across the globe. You will be based in our original headquarters in Bonn, German where a majority of the team resides. However, you will be in regular communication with those members located in the US, Spain, Netherland, Australia, and Japan. Communication and collaboration is key in order to achieve a common goal, to better support our customers, not only as a world class support organization but a leading SAP product in the Cloud Based Enterprise Architecture environment.

Ready to build the future with us? Apply now and let's transform the world of Enterprise Architecture together