SAP LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with Enterprise Architecture Management.
We are looking for a Customer Support Specialist who will help evaluate and support agents based customer‘s request to support. As part of the Customer Success organization, you will play a critical role in the company’s current and future success as your primary goal will be to empower and enable our customers to efficiently and effectively use the SAP LeanIX product suite. You will be building strong relationships with our valued customers, understanding their needs, and guiding them through technical issues.
The Customer Support Specialist role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about SAP LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Specialists have gone on to thrive not only in the Support organization but in Product Development and Customer Success Management, as well.
WHAT IS WAITING FOR YOU?
- You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience
- Provide initial response, operational assistance, and development of software workarounds and/or resolutions
- Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies
- Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
- Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer
- Ensure all issues are systematically tracked, escalated, and communicated
- Participate in root cause analysis and uses technical resources to fully understand, analyse and reproduce reported problems.
- Extensive participation in a development team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice and insight to enhance the product
- Continuously improving the knowledge base and educating team members on improvements
- Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non technical contacts
- Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our script library.
- Ability to showcase the potential of the support team to other teams and departments
- Ability to take complete ownership of parts of the support process
- Serves as a mentor and gives guidance to colleagues and new hires.
- Able to think outside of the box to come up with creative solutions to fulfil the customers use-case
WHAT ARE WE LOOKING FOR?
- 1-2 years of relevant work experience in problem analysis, resolution and debugging of software problems
- Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups
- Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers
- Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (SAP LeanIX, iServer, ServiceNow, Ardoq)
- Profound understanding of Customer Support KPI/Metrics
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
- SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
- Software/Configuration integration between applications (Service Now, Confluence, Pivio, Apptio, Intercom, Signavio)
- Passion for solving technical problems
- Fluent in English for all territories; for some territories fluent in additional languages are a must: German for DACH, French for France, Dutch is a plus for Benelux - please indicate your language skills in your CV
SAP LeanIX is a market leader for enterprise architecture management (EAM), driving the modernization of IT landscapes and continuous business transformation. Its software-as-a-service solutions empower organizations to create transparency, enabling them to visualize, assess and manage the transition towards their target IT architecture. By offering a data-driven and automated approach enhanced with AI, SAP LeanIX helps organizations make sound decisions and collaborate more effectively. SAP LeanIX serves over 1.400 companies globally across various industries, including more than 10% of the Fortune 500 and half of the German DAX 40. Headquartered in Bonn, and offices in Munich and Berlin (Germany), SAP LeanIX also has a strong international presence with offices in Boston (USA), London (UK), Paris (France), Amsterdam (Netherlands), and Ljubljana (Slovenia). In November 2023, LeanIX became part of SAP. For more information, visit www.leanix.net. Your application information might be therefore shared across both SAP and SAP LeanIX recruiting and hiring teams.
SAP LeanIX is not just a product, in fact it‘s a great place to work. Colleagues (700+) from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy.
At SAP LeanIX we have a Hybrid Work Mode which means you work remotely from your home office and work from one of our offices. SAP LeanIX teams and team members decide together on the work mode which suits them best. Next to that, we have great benefits for you, CHECK OUT HERE WHAT IS IN FOR YOU!
SAP LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at [email protected]. You will be treated with the utmost respect and confidentiality.
All applicants will receive consideration for employment based on experience, qualifications, and competencies. SAP LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.
Top Skills
What We Do
LeanIX is the single source of truth for Corporate IT and Product IT to enable organizations to continuously transform. LeanIX addresses the frequent problem, that the required information about the IT landscape is missing, outdated or difficult to analyze. LeanIX has two products, the Enterprise Architecture Suite (EAS) and the Cloud Native Suite (EAS). Use cases include Application Rationalization, Technology Risk Management, the shift from monolithic architectures to Microservices and the migration into the Cloud. More than 40 certified partners such as Deloitte, Cognizant and PwC rely on the dynamically-growing IT company co-founded in 2012 by LeanIX CEO André Christ. The company is headquartered in Bonn, Germany with additional offices in Boston, Massachusetts; Munich, Germany; Utrecht, Netherlands; and, Hyderabad, India. It has more than 300 employees worldwide.
Why Work With Us
LeanIX has a start-up feel within a well-established company - a start-up with stability. We have had tremendous year over year growth in Europe since 2012, and now it is time for us to conquer the U.S! We are in hyper-growth stage, making it an incredibly exciting time to join the team. LeanIX is a global, collaborative and fast-paced company.
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SAP LeanIX Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
LeanIX has awesome offices throughout the globe that we love to utilize when possible, but flexibility for our employees is a top priority.
