Technical Support Engineer

About the Role

This position sits within SAP and supports WalkMe, the digital adoption platform company acquired by SAP. WalkMe helps organizations improve software usage through guidance, engagement, analytics, and automation, enabling teams to work more efficiently and helping businesses get more value from their technology investments.

As a Technical Support Engineer, you will partner closely with a Support Manager and serve as a dependable contact for WalkMe customers from the point of sale through onboarding, project delivery, and renewal stages. Your focus will be on resolving customer issues quickly, meeting service level commitments, and helping drive a strong customer experience. You will also contribute to the knowledge base and community resources.

Key Responsibilities

• Respond to customers through email, live chat, and screen-sharing sessions.
• Act as a knowledgeable guide who helps customers build confidence and independence with the product.
• Develop strong expertise in the platform and its capabilities.
• Work with customers to understand their objectives and help them achieve them using the solution.
• Share effective practices that improve product usage and outcomes.
• Suggest improvements and new ideas that can enhance the overall customer journey.

Requirements

• At least 1.5 years of experience in software support or customer service.
• Strong spoken and written English communication skills.
• Good problem-solving ability with a customer-focused mindset.
• Working knowledge of HTML, jQuery, and CSS, with your proficiency level to be specified.
• Experience communicating across multiple formats, including written communication, live chat, conference calls, and in-person interaction.
• Ability to learn new technologies quickly and explain them clearly.
• Comfort using application logs, browser developer tools, and related troubleshooting tools.
• Ability to work independently as well as collaboratively.
• Composure and clear communication when handling difficult customer situations.
• Willingness to work onsite at the SAP office three days per week.

Additional Information

WalkMe emphasizes inclusion, equal pay, employee resource groups, and holistic benefits as part of its culture. The company follows a hybrid work arrangement that blends remote flexibility with onsite collaboration. It also promotes a supportive environment, continuous learning, and career growth through its career development offerings.

Wellness support includes quarterly wellness reimbursements, daily BrightBreaks, and an annual Wellness Month in July. Health coverage options are available where applicable, and the company offers a regional annual leave policy as well as RefreshMe Days during the year to support work-life balance. Retirement contribution benefits are also available and may vary by region; candidates are encouraged to ask HR for details.

SAP’s acquisition of WalkMe reflects a focus on improving user experience and simplifying software interactions, with opportunities to work on technology that drives productivity and innovation.

Equal Opportunity, Accessibility, and AI Notice

SAP promotes an inclusive workplace and flexible working environment, and values the unique strengths each person contributes. The company provides equal employment opportunity and accessibility accommodations for applicants with physical or mental disabilities. Candidates who need special assistance with the application process can contact Recruiting Operations by email.

The hiring process may use artificial intelligence tools to assist with tasks such as application review, resume analysis, or response evaluation. These tools support the recruitment team, but human judgment remains central to final hiring decisions. Candidates are expected to follow the ethical AI usage guidelines referenced in the process; violations may lead to disqualification.