Job Description

Role Overview

Lead SAP Cloud Product Support for SuccessFactors and related cloud portfolio. Support customers across global locations through end‑to‑end troubleshooting, incident resolution, and proactive communication. Engage with Support, Engineering, and Cloud Operations teams while maintaining SLAs and delivering high‑quality support.

Responsibilities

  • Engage with customers to assess the business impact of issues.
  • Analyze configurations, logs, and system files to determine root causes.
  • Work with global peers to ensure resolution within SLA limits.
  • Maintain accountability for issues until resolution.
  • Provide quick solutions for known and documented issues.
  • Logically trace problems to their causes and possible fixes.
  • Report bugs to development teams.
  • Support customers with procedural questions.
  • Share knowledge and best practices with the team.
  • Contribute r...

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