• Provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. • Responsible for the functional implementation of change requests and/or support of services for SAP throughout the project lifecycle, including planning and design phases, requirements, estimating, configuration, testing and deployment with minimal supervision. • Develop working relationships with other members of the support delivery team, management, and external clients to deliver enhancements and daily support effectively. • Has targeted conversations with client in area(s) of focus and provides consultative advice and recommendations, to influence client decisions, applying Alight Point of View and best practice learnings. • Participate in or project management internal initiatives that impact the domain or our consulting methodology, such as identifying and incorporating process improvements to our consulting methodology, documenting best practices, building, and refining functional/technical collateral, etc. • Provide SuccessFactors Employee Central Payroll support

• Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering. • Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms. • Track and prioritize your case backlog, balancing urgency with impact on customer success and compliance. • Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods and best practices. • Work closely with Engineering on escalated bugs or feature requests, providing clear reproduction steps, logs, and root-cause details.

• セールスフォース製品における標準機能および、お客様のカスタマイズ項目のトラブルシューティングの支援 • 担当分野の製品機能における技術的専門性の確立および保持 • 卓越した分析、トラブルシューティング、問題解決の専門知識の提示 • お客様期待値および顧客体験の管理による顧客満足度の最大化 • 業務に関連するトレーニングへの積極的かつ継続的な参加 • 必要に応じて社内ツールやエスカレーションチームを活用しお客様の課題を効果的に調査・記録・優先度付けする能力

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Provide post-launch technical support for the Oracle project, including troubleshooting, incident resolution, and user training. - Respond to technical inquiries, propose solutions, and coordinate with the development team to resolve complex issues. - Create operational documentation and knowledge base articles, optimize support processes, and improve customer satisfaction. - Monitor system performance and assist with version upgrades and data migrations. Qualifications - Bachelor's degree or above, with 2+ years of technical support or operations experience. Familiar with Java applications and databases. - Proficient in Linux commands, capable of independent log analysis and performance monitoring (e.g., using Prometheus). - Knowledge of basic operations. Experience with cloud services (AWS/Azure) support is a plus. - Responsible, with strong customer service orientation and ability to work under pressure.