Oct 2024 – Present · 1 yr 7 mos

• Continued in the same role following international relocation from SAP Ariba Canada.
• Assisted clients with intricate technical problems that affect their business operations and their capacity to transact business using SAP Ariba applications.
• Adhered to key performance indicators (KPIs), including response time agreements (SLAs) and productivity targets, and made sure that pressing issues and worries about the company were resolved as soon as possible and effectively.
• Debugged code with GitHub and analyzed logs with Splunk for Ariba Operational Procurement and Ariba Network issues.
• Submitted product issues and code flaws to development teams; worked together to rank patches and ensure that fixes worked.
• Collaborated with global support engineers, solution architects, and engineering across the product area to drive positive customer outcomes.
• Owned and managed concurrent incidents in a ticketing system such as Jira and Service Now.
• Demonstrated a high level of expertise with product functionality; continued developing core product skillset as innovations were released.
• Trained and mentored new hires and other support engineers to help them increase their product expertise and productivity.
• Provided ongoing and timely communication to customers regarding the status of their issues.
• Created internal/external content for SAP Ariba's User Community, Knowledge Base Articles, and Wiki documents.
• Liaised with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects.
• Performed on-call support on weekends and evenings in accordance with a rotating schedule.
• Conducted weekly global scrub meetings for solution support engineers and architects.

Dec 2021 – Oct 2024 · 2 yrs 10 mos

• Assisted clients with intricate technical problems that affect their business operations and their capacity to transact business using SAP Ariba applications.
• Adhered to key performance indicators (KPIs), including response time agreements (SLAs) and productivity targets, and made sure that pressing issues and worries about the company were resolved as soon as possible and effectively.
• Debugged code with GitHub and analyzed logs with Splunk for Ariba Operational Procurement and Ariba Network issues.
• Submitted product issues and code flaws to development teams; worked together to rank patches and ensure that fixes worked.
• Collaborated with global support engineers, solution architects, and engineering across the product area to drive positive customer outcomes.
• Owned and managed concurrent incidents in a ticketing system such as Jira and Service Now.
• Demonstrated a high level of expertise with product functionality; continued developing core product skillset as innovations were released.
• Trained and mentored new hires and other support engineers to help them increase their product expertise and productivity.
• Provided ongoing and timely communication to customers regarding the status of their issues.
• Created internal/external content for SAP Ariba's User Community, Knowledge Base Articles, and Wiki documents.
• Liaised with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects.
• Performed on-call support on weekends and evenings in accordance with a rotating schedule.
• Conducted weekly global scrub meetings for solution support engineers and architects.
• Relocated to SAP Ariba's India operations in Oct 2024.