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We are looking for a highly motivated and detail‑oriented IT Technical Support Engineer to join our ATLAS (Automation of Customer Life Cycle across SAP) team.
In this role, you will play a critical part in supporting the end‑to‑end lifecycle of SAP solution landscapes for enterprise customers — from onboarding through offboarding. You’ll work across teams to ensure landscapes are accurately configured, monitored, and transitioned through key lifecycle stages while delivering high‑quality, reliable support.
This role is ideal for someone who enjoys problem‑solving, collaboration, and ownership, and who thrives in a fast‑paced, customer‑focused environment.
Your role and responsabilities:
* Manage and drive resolution of customer issues in collaboration with internal and external support teams
* Investigate and resolve tickets raised via Jira (and soon ServiceNow)
* Validate customer landscape configurations, lifecycle statuses, and key milestones using internal tools
* Identify root causes of discrepancies (e.g., incorrect system statuses, missing dates) and implement corrective actions
* Coordinate with internal and customer‑facing units (CFUs) to ensure clear ownership and timely resolution
* Ensure operational data (fulfilment dates, landscape statuses, etc.) is accurate and compliant with internal policies
* Support reliability and availability efforts aligned with Site Reliability Engineering (SRE) principles
* Document solutions and contribute to knowledge bases, process wikis, and operational documentation
* Mentor new team members during onboarding, feature rollouts, or process changes
* Recommend process improvements and automation opportunities to enhance efficiency and service quality
* Create and analyze reports using Microsoft Excel and PowerPoint to track trends and performance metrics
Qualifications and Requirements:
* Experience in IT Technical Support, customer operations, or enterprise system support
* Advanced English
* Exposure to ITSM frameworks (e.g., ITIL)
* Hands‑on experience supporting at least one cloud platform (Azure, AWS, or GCP)
* Experience working in or alongside Site Reliability Engineering (SRE) teams
* Strong analytical and logical thinking skills for troubleshooting complex issues
* Excellent communication and stakeholder management skills across technical and non‑technical teams
* Familiarity with ticketing tools such as Jira or ServiceNow
* Ability to prioritize effectively in a fast‑paced, high‑volume environment
* A strong sense of ownership with a proactive approach to problem‑solving and process improvement
* Willingness to learn complex systems and contribute to continuous operational improvement
🌟 Nice to Have
* Understanding of SLA/KPI‑driven operations
* Familiar with SAP ATLAS
* Experience supporting enterprise B2B software solutions, ideally SAP‑related.
Please submite resumé in English