Senior Support Engineer, SAP Basis
Rimini Street
LinuxOracleSQL
Technical Support Manager
Content Conspiracy
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Managing team members - helping Support Engineers achieve their best; developing their technical and soft skills; enabling their growth by supporting them with training/development plans; maintaining team welfare, motivation and minimizing attrition
- Assisting with hiring of Support Engineers/Customer Centric Engineers
- Accountability for the quality and continuity of services delivered by the team to Ping Identity customers; meeting SLAs, high customer satisfaction and other support targets
- Actively participating in escalation management, creation of resolution action plans and briefing of customer and internal Ping Identity stakeholders; good listening and questioning techniques to be able to identify key customer information
- Fostering an efficient and collaborative environment across the team and with other parts of the business; demonstrating excellent cross-collaboration with Engineering, Product Management, SREs, Customer Success, Enterprise Security and Sales
- Reviewing processes and working practices, providing feedback on their effectiveness to senior leadership and improving them where appropriate
- Communicating and prioritizing with the Engineering teams, when required, to facilitate fast resolutions for customer issues
- Participating in the weekday, weekend and public holiday on-call Duty Manager rotation as and when required
- Monitoring and validating the team's incoming support tickets, ensuring timely updates on progress, status, escalation, and assisting the team where required; maintaining excellent levels of written and verbal communications
- Actively manage and balance personal and team workload, and by delegating appropriately to ensure focus is applied to appropriate areas
- Ensuring operational/security process and best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches, providing feedback on their effectiveness and improving them where appropriate
- Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction
- Reporting on team quality, workload, and performance
- Organizing shift rotations and absences, ensuring continual availability of a technically capable Support team
Requirements
- Experience in team leadership, supporting and motivating colleagues with their work.
- Background in project management, service delivery, or similar relevant areas.
- Excellent communication - both verbal and written - support is conducted via email, phone, and video; instant messaging is also regularly used internally.
- Detail-oriented, with the ability to calmly manage multiple priorities and tasks simultaneously.
- Ability to manage a high-performing team in a high-pressure environment.
- Motivated, with a passion for the success of their work and colleagues.
- Works well in a team, collaborating and innovating to achieve business goals.
- Broad understanding of business models and functions within an organization – ability to connect process flows, looking for gaps and opportunities.
Benefits
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementservice deliveryISO27001 complianceISO9001 compliance
Soft skills
team leadershipcommunicationdetail-orientedmulti-taskingmotivatedcollaborationinnovation
