Support Engineer


Pittsburgh, PA, USA

Full time

Customer Services/Support + Customer Success

Sep 5

Purpose and Objective: 

Ariba, Inc. seeks a Support Engineer at our Pittsburgh, PA location to perform key incident resolution by solving complex tasks to resolve customers technical software issues by owning and managing concurrent service requests in a ticketing system and adhering to key performance indicators (KPIs), especially responsiveness Service Level Agreements and productivity goals.


Expectations and Tasks:

Develop Application Programming Interface (API) Templates. Read and build complex SQL scripts. Use knowledge of HTML, XML, CXML, Java and JavaScript codes and logic while debugging SAP Ariba’s procurement cloud application issues. Perform defect management to report errors and code defects to development organizations. Collaborate to prioritize fixes and validate solutions. Collaborate with development organization to troubleshoot and fix defects. Collaborate with global support engineers across the product area to drive positive customer outcomes. Provide ongoing and timely communication to customers regarding the status of their requests. 5% travel required.


Education and Qualifications/Skills and Competencies:

 Bachelor's degree in Computer Applications, Information Technology, Information Systems Engineering or related field of study and 1 year of experience required. The company will also accept a Master's degree and 0 years of experience.


Work Experience:

Experience or coursework must involve: Data Migration; Java Web technologies; troubleshooting skills on network architecture, network security and TLS protocol issues; web services and SOAP architecture; optimization of the Ariba Applications Database using SQL query optimization and SAN/ NFS/Cloud Storage; Fiddler / PostMan for debugging the web/API debugging; SOAP, Sap Cloud integrations and implementation. 5% travel required.


Travel:  5% travel required.


Internal use only: reference code lhrs4262

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