Solution Support Engineer (Hybrid - Pittsburgh, PA)

Our Customer is the market leader in enterprise application software, helping companies of all sizes and in all industries run at their best. A top cloud company with 200 million users worldwide, they help businesses of all sizes and in all industries to operate profitably, adapt continuously, and achieve their purpose. Their machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. Their end-to-end suite of applications and services enables our customers to operate profitably, adapt continuously, and make a difference.

We are seeking a Solution Support Engineer on a contract basis to support our Customer’s business needs. This role is hybrid (3 days onsite and 2 days remote/week) in Pittsburgh, PA.

The Solution Support Engineer serves as the face and voice of the SAP Business Network, building strong customer relationships through every interaction. This role helps customers maximize the value of SAP’s solutions, enabling seamless global business transactions within one of the world’s largest B2B trading communities. The ideal candidate demonstrates technical aptitude, exceptional communication skills, and a passion for problem-solving and customer success.

Responsibilities:

• Provide inbound application and functional support for SAP Business Network applications via chat, web form, and phone.
• Resolve approximately 80% of issues without escalation, adhering to service level objectives.
• Document all customer interactions in the CRM system following established processes and procedures.
• Collaborate with cross-functional teams within Global Procurement to resolve complex issues.
• Represent SAP positively in every customer interaction—professional, respectful, and knowledgeable at all times.
• Maintain individual performance standards and contribute to team goals.
• Support continuous improvement by identifying recurring issues and promoting proactive solutions.
• Perform additional duties as assigned.

Qualifications

• Bachelor’s degree or 2-year technical degree preferred.
• 3+ years of work experience, ideally in customer support or a technical service environment.
• Strong technical aptitude, with understanding of computer hardware, software, and internet-based systems; familiarity with backend systems a plus.
• Excellent customer focus, communication, and telephone skills.
• Proven problem-solving and troubleshooting abilities, with a proactive mindset.
• Interest in learning and applying AI-based tools and technologies.
• Ability to adapt communication and support style to suit the customer technical proficiency.
• Demonstrated teamwork, professionalism, and cross-cultural awareness.
• Fluency in an additional language is a plus, but not required.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.