remote
Solution Support Engineering Manager - SuccessFactors - SAP
Engineering Manager
Lead a high‑performing support team delivering rapid, quality resolutions for SAP SuccessFactors customers, driving continuous improvement and customer satisfaction through strong technical and leadership skills.
About the role
Key Responsibilities
- Manage and mentor a team of support engineers, ensuring high availability and rapid incident resolution for SAP SuccessFactors customers.
- Own the end‑to‑end support lifecycle, from triage and diagnosis to escalation and resolution, while maintaining SLA compliance.
- Collaborate with product, engineering, and customer success teams to identify root causes, implement fixes, and drive preventive measures.
- Develop and refine support processes, knowledge bases, and automation scripts to improve efficiency and reduce repeat incidents.
- Analyze performance metrics, generate reports, and present insights to senior leadership to inform strategy and resource planning.
Requirements
- 5+ years of experience in technical support or engineering roles, with at least 2 years in a managerial capacity.
- Deep knowledge of SAP SuccessFactors modules and integration patterns.
- Strong analytical, problem‑solving, and communication skills, with the ability to translate technical details to non‑technical stakeholders.
- Proficiency in incident management tools (e.g., ServiceNow) and scripting/automation (e.g., PowerShell, Python).
- Demonstrated ability to lead cross‑functional teams and drive process improvements in a fast‑paced environment.
Skills
customer supportprocess improvement