Solution Support Engineer

Requisition ID: 427628
Work Area: Solution and Product Management
Expected Travel: 0%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2-1

Original Posting Date: 06/23/25

 

Job Title: Solution Support Engineer 

Location: Palo Alto, CA 

Work Model: Hybrid work model 

 

Purpose and Objective:   

Ariba, Inc. seeks a Solution Support Engineer at our Palo Alto, CA location responsible for providing end users and customers with a technology driven industry-leading support experience.  

 

Expectations and Tasks:  

Create knowledge documents, tools and processes to support our customers, and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers). Collaboration and Network. Maintain strong working relationships with cross-functional teams within SAP. Utilize and improve state of the art collaboration channels like swarming, communities etc. Drive SAP Support Strategy. Actively support SAPs Support transformation strategy. Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction. Escalate sensitive customer issues to component owner, creating an action plan and communicating it back to the customer beneficiary. Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters. Develop product specialization in at least one product area. Develop deeper technical skills such reading code, debugging, creation of small corrections where applicable. Proactive Support and Innovation Activities. Test internal systems to prevent future issues on customer's systems. 

 

Education and Occupational Experience:  

Bachelor’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study and one (1) year of experience in the job offered or related occupation. Alternatively, a Master’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field of study. 

 

Qualifications/Skills and Competencies Experience:  

Prior experience, internship or academic coursework must include each of the following: 

• Database Systems; 

• Programming Language: Java, JavaScript, Python, C++ or JSON; 

• VBA programs for MS Office applications; 

• Code refactoring, debugging, maintenance and Software development life cycle (SDLC) of applications;  

• QA Testing; and 

• Testing scalable Web based application. 

 

Travel: N/A 

 

This position is eligible for the Employee Referral Program subject t