Senior Technical Support Engineer (SAP BW with Hana) - (24/7 Support with shifts)

What makes us Qlik?

 A Gartner® Magic Quadrant™ Leader for 14 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.  

We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities. 

The Technical Support Team

At Qlik, our support Technicians are our HEROES. That’s because our technicians do more than manage complex technical support cases they are determined, resilient, and have an unshakable positive mindset. Our team in Bangalore consists of support professionals from multiple backgrounds, who work and play closely together. We have a larger Global support team that we interact with daily, with locations in Barcelona, Lund, Sydney, Tokyo, China, Raleigh and North Carolina USA. We think you will love it here!

The Senior Technical Support Engineer Role

Teamwork is important and we are looking for someone who’s up for collaborating. A buddy will be there for you at the start, and you’ll report to the team manager.

We will support you in your onboarding and training, and we expect you to quickly take ownership of tasks. It won’t be long before you’re running your own assignments and making a real difference all by yourself. Prove yourself and you’ll find career progression will follow.  

We’ll share ways of working and expect you to follow them, it’s all about keeping professional standards high and errors low while delivering the best experience and outcomes for our customers.

We operate 24x7 which involves working during one of the below shifts determined as per business need and have a non-standard work week (Ex: Tue - Sat, Wed - Sun). While we have 5 days a work week, your weekly offs may fall on any day of the week depending on the shift rosters that are prepared on a two-month basis.

• AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
• EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
• APAC hours – 5.30 AM IST onwards

Work hours are subject to change depending on Business needs.

Responsibilities include, but not limited to:

• The Technical Support Engineer team member will provide telephone, screen sharing, and ticket/chat-based support to our customers.
• Troubleshoots customer-submitted problems by working together with our customers in a collaborative manner.
• Keeps customers updated regularly with the current state of their tickets.
• Investigate customers’ current situation and desired end state to understand our customers’ needs and problems.
• Provides world-class customer experience by as delivering satisfaction to every case for every customer.
• Interact with customers, understanding their problems and needs.
• Seeks workarounds and communicates technical solutions to the customer.
• Remain current with the Qlik and Talend product portfolio functions and features, and with related technologies in the DI ecosystem.
• Participate in the 24*7 weekend support for production down tickets.
• Reproduces customer problems in the lab.
• Assists in translating the customer problem into suitable technical terms for the R&D Support team to work on.
• Exhaust all efforts according to the working procedures before escalating a case.
• Maintain a shared knowledge base across the team by writing technical solution articles, documenting lessons learned from support cases, and participating in weekly meetings.
• Keep-case summaries on cases for escalations and continuity.
• Maintain coherent working procedures to reflect a professional attitude and maintain efficiency.

Skills and qualifications for this role include:

• You have a bachelor’s degree in IT or equivalent.
• 7+ years of overall working experience in support environment

SAP Support:

• At least 5 years of hands-on experience with the SAP BW system is required.

Experience with S/4 Hana and SAP BW/4HANA is necessary.

• End-to-end SAP BI project experience required in a big and complex landscape context employing regularly updated BW on HANA technology.
• Hana Scripting is required.
• SAP Basis administration work experience is a plus.
• ABAP programming experience is a plus.
• Experience on Qlik Data Integration SAP product Endpoints is a plus.
• Other than Primary skills in SAP, 1 or more of the below areas are added advantage for this role:

• JAVA: Ability to read and understand advanced level Java/ C++ (any programming language) and solid experience in reading and analyzing Java stack traces and exceptions.

• Linux: Seasoned on the command line; comfortable with built-in tools like top, iostat, lsof, and netstat.
• BigData: Solid Hadoop fundamentals, preferred hands-on CDH/CDP implementation.
• ETL: Has strong conceptual understanding of Data Warehousing and ETL, Data Governance and Security, Cloud Computing, and Batch & Real Time data processing.
• Database: You have good working knowledge of ONE or any of the following or RDBMS: Oracle, SQL Server, DB2, Teradata, MySQL, PostgreSQL, MongoDB
• Cloud: AWS, Google Cloud, Azure
• Good to have experience in Replication technology with emphasis on CDC (Change Data Capture) & FDL (Full Data Load)
• Overview of Java 3 tier web application – Understanding of Webserver, Application Server and Database.
• Experience in analyzing system, network, and application log files and system performance metrics to diagnose and troubleshoot problems.
• Should be willing to work on Shifts (Rotational Basis) including night shifts.
• Provide support for QLIK & Talend Data Integration product portfolio.
• Must have good Troubleshooting and analytical skills, Problem Management & RCA

The location for this role is: 

•        Bangalore, India (Office is based in JP Nagar, South Bangalore - Hybrid Opportunity)

Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities! 

More about Qlik and who we are: 

Find out more about life at Qlik on social: Instagram, LinkedIn, YouTube, and X/Twitter, and to see all other opportunities to join us and our values, check out our Careers Page. 

What else do we offer? 

•                    Genuine career progression pathways and mentoring programs 

•                    Culture of innovation, technology, collaboration, and openness 

•                    Flexible, diverse, and international work environment 

Giving back is a huge part of our culture. Alongside an extra “change the world” day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs 

If you need assistance applying for a role due to a disability, please submit your request via email to accessibilityta @ qlik.com. Any information you provide will be treated according to Qlik’s Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests. 

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means. 

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