Support Architect - Remote

Overview

As a support architect you are working with customers as trusted advisor and guide them in defining the best solution for their request and provide proactively improvement suggestions for solution efficiency as well as product feature evolution. This includes providing de-escalation support, solution guidance for escalated situations, proactive measures for incident reduction and change management standardization in accordance with compliance requirements.

In Short

• Develop complex framework covering diverse topics and requirements such as compliance, business processes, quality assurance and diverse landscapes.
• Evaluate risks, impact and estimation for change requests and other customers’ requests.
• Align and build a strong relationship with key stakeholders from product support, engineering and service delivery as well as across the different division of SAP Fioneer.
• Ensure continuous improvement and development through defining service enhancements and improvement roadmap.
• Establish the trusted advisor role at customer and ensure customer satisfaction.
• Anticipate customer’s needs and deliver high quality, value-added services and solutions which elevate the profile of our products/company in the eyes of the clients.

Requirements

• Strong experience in solution architecture and customer support.
• Knowledge of compliance and change management processes.
• Ability to evaluate risks and impacts of change requests.
• Excellent stakeholder management skills.
• Proven track record in continuous improvement initiatives.
• Strong communication and interpersonal skills.

Benefits

• Opportunity to work in a dynamic environment.
• Professional development and growth opportunities.
• Flexible working arrangements.
• Collaborative team culture.