Technical Support Engineer
- Location: Remote, USA
- Experience: 4-8 Years
- Employment: Full-Time
Role Description
We are looking for a motivated and technically strong Technical Support Engineer to join our US-based support team. Our product is a feature-rich enterprise application built on top of SAP Business Technology Platform (BTP) and Tomcat , running on Java, ExtJS, and JavaScript, with SAP HANA as the database backend.
In this role, you will be responsible for supporting end users and enterprise clients during US business hours, diagnosing and resolving application and infrastructure issues, assisting with product installations and configuration, and collaborating closely with the engineering team to escalate and resolve complex technical issues.
This is a hands-on technical support role — not a DevOps or development position. You will be expected to learn the product deeply, understand its architecture, and become the go-to expert for troubleshooting across the full stack. We value curiosity, initiative, and a willingness to grow your skillset as our product evolves.
Required Technical Skills
Platform & Application Knowledge
- Familiarity with SAP Business Technology Platform (BTP) — Cloud Foundry environment, service bindings, destinations.
- Basic understanding of Java application servers (e.g., Tomcat) — starting, stopping, reading logs, identifying errors.
- Experience with JavaScript and/or ExtJS for front-end troubleshooting (reading errors, understanding UI behavior).
- Proficiency in SQL for querying databases, validating data, and diagnosing data-layer issues.
- Hands-on experience with SAP HANA or HANA Cloud — basic administration and SQL execution.
Infrastructure & Tooling
- Shell scripting (bash/sh) for log collection, environment checks, and automated diagnostics.
- Working knowledge of Docker — running containers, reading logs, identifying container-level issues.
- Linux command-line proficiency — file navigation, process management, log inspection.
- Familiarity with Git / Bitbucket for accessing configuration files and application source when needed.
- Setting up performance measuring tool for java based app or equivalent like Splunk, Kibana / Prometheus
Authentication & Security
- Understanding of SSO concepts and SAML 2.0 — IdP/SP configuration, metadata exchange, attribute mapping.
- Experience troubleshooting authentication failures with enterprise identity providers (Azure AD, Okta, SAP IAS, or similar).
Communication & Support Tools
- Experience working with ticketing systems (Jira, ServiceNow, Zendesk, or similar).
- Ability to write clear, structured incident reports and client-facing communications.
Nice To Have
- Prior experience supporting SAP BTP-based products or SAP cloud applications
- Knowledge of CAP (Cloud Application Programming Model) — Node.js or Java
- Familiarity with Azure Cloud basics (App Services, Storage, Networking)
- Experience with monitoring tools such as Dynatrace, Azure Monitor, or ELK/Splunk
- Understanding of REST APIs, testing with Postman, reading API responses, diagnosing integration issues
- Exposure to CI/CD pipelines (Azure DevOps, GitHub Actions) for understanding deployment workflows
Soft Skills & Mindset
- Strong analytical and debugging mindset: able to methodically isolate and resolve complex issues.
- Genuine curiosity and eagerness to learn new technologies and product features.
- Customer-first attitude with empathy for end users experiencing technical difficulties
- Comfortable working independently in a remote environment while collaborating across time zones
- Adaptable and resilient: thrives in a fast-paced, evolving product environment.
- Proactive communicator: keeps clients and internal stakeholders informed throughout the resolution process
Key Responsibilities
1. Product Support & Troubleshooting
- Serve as the primary technical support point of contact for US-based clients during business hours.
- Diagnose and resolve issues related to the application, including UI (ExtJS/JavaScript), backend (Java), and database (SAP HANA) layers.
- Triage incoming support tickets, reproduce issues in test environments, and drive resolution within SLA commitments.
- Analyze application and server logs to identify root causes of failures, performance bottlenecks, and configuration errors.
- Collaborate with the engineering and product teams to escalate bugs and complex technical issues with clear, detailed documentation.
2. Application Installation & Configuration
- Assist clients and internal teams with installation, deployment, and configuration of the application on SAP BTP.
- Support Docker-based deployments, including troubleshooting container startup, networking, and runtime issues.
- Configure and validate SSO/SAML-based authentication integrations between the application and client identity providers.
- Manage and validate BTP-specific configurations such as destinations, service bindings, and environment variables.
- Execute Shell scripts for environment setup, log collection, and routine maintenance tasks.
- Deployment and setup of java application server like Tomcat , or any other Java App server
3. Database Support (SAP HANA)
- Support clients with SAP HANA-related queries, including data retrieval, basic performance checks, and SQL troubleshooting.
- Assist with database connectivity issues, schema validation, and HANA Cloud configuration.
- Review slow-running SQL queries and assist in identifying performance issues impacting the application.
4. Authentication & Security Support
- Troubleshoot SSO and SAML-based login issues, including metadata mismatches, certificate expiries, and IDP configuration problems.
- Assist clients in configuring identity provider integrations (Azure AD, Okta, SAP IAS, etc.) with the application.
- Support user access management, role assignments, and permission-related issues within the application.
5. Documentation & Knowledge Management
- Create and maintain clear, accurate support documentation including troubleshooting guides, installation runbooks, and FAQs.
- Document recurring issues and contribute to building an internal knowledge base to improve resolution speed.
- Prepare root cause analysis (RCA) reports for critical incidents.
6. Continuous Learning & Growth
- Develop a thorough understanding of the product's functionality, workflows, and architecture over time.
- Stay current with updates to SAP BTP, HANA, and other platform components relevant to the application.
- Proactively expand technical skills based on the evolving needs of clients and the product.
- Participate in internal training, product walkthroughs, and cross-functional knowledge sharing sessions.
Pay: $50,003.70 - $150,961.44 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
Work Location: Remote
