The Role
The Technical Support Engineer supports WalkMe's customers through onboarding and project success, ensuring high satisfaction. Responsibilities include troubleshooting issues, providing product knowledge, and improving customer experience through effective communication.
Summary Generated by Built In
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.
This role is with SAP, supporting WalkMe.
As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.
What You'll Own
- Communicate with customers via email, live chat, and screen shares.
- Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.
- Develop in-depth knowledge of our products and their features.
- Engage with customers to understand and fulfil their goals with our solutions.
- Apply and share best practices for optimal use of our products.
- Innovate and propose ideas for enhancing the overall customer experience.
What You Need to Succeed
- 1.5+ year experience in software support or customer service.
- Fluent in English (verbal and written).
- Problem-solving skills with a customer-first approach.
- Knowledge of HTML, jQuery, CSS (please specify your level).
- Experience in various communication formats (written, live chat, conference calls, in-person).
- Ability to grasp and articulate new technologies quickly.
- Proficient in using application logs, browser dev tools, and other diagnostic tools.
- Independent and teamwork capabilities.
- Poise and articulation in challenging customer interactions.
- Availability to work onsite at the SAP office 3 times a week.
What Sets Us Apart
- SAP Benefits Link: https://jobs.sap.com/content/Benefits/?locale=en_US
- SAP Hiring Process: https://jobs.sap.com/content/Hiring-Process/?locale=en_US
- SAP DEI: https://www.sap.com/about/inclusion.html
- SAP Sustainability: https://www.sap.com/products/sustainability/our-approach.html
- SAP Employee Resource Groups/Employee Network Groups: https://jobs.sap.com/content/Employee-Network-Groups/?locale=en_US
This role is with SAP, which means you'll be joining SAP as an employee while supporting WalkMe products.
We win with Inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected].
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.
Top Skills
CSS
HTML
Jquery
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The Company
What We Do
Founded in 2011, WalkMe’s mission is to make digital adoption for employees and customers simple, while increasing enterprise productivity. Our platform works as an invisible layer of visual cues and personalized content placed on top of your website or enterprise software.
