• Remain actively available on phone and chat queues during scheduled shifts • Handle a high volume of inbound customer interactions in real time • Maintain strong response times and availability metrics • Assist customers with general product usage questions • Troubleshoot basic issues and provide step-by-step guidance • Troubleshoot GPS and location issues on mobile and web applications • Assist with geofence setup and troubleshooting • Support expense product questions, including how to activate and use cards • Answer basic questions regarding forms • Escalate complex or technical issues to Tier 2 or appropriate teams when needed • Answer customer inquiries related to invoices and charges, plan details and pricing, billing cycles and proration • Explain billing adjustments clearly and professionally • Updating payment information • Identify and assist with duplicate user profiles • Guide customers through resolving duplicate accounts • Collaborate with internal teams (Tier 2, Engineering, Revenue, Implementation, Sales) for issue resolution • Accurately document all customer interactions in the support system • Maintain high availability on phone and chat support • Meet or exceed response time and resolution targets

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. • Some on-site or in-house service support may be required. • Perform system error log reviews, providing a summary of findings and recommendations to field service. • Review auto-generated cases and dispatch work orders as required through CRM. • Author and review articles in the Knowledge Base per assigned goal. • Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary. • Drive key metrics to support corporate/departmental goals. • Facilitate the escalation of technical requests from field engineers. • Responsible for creating, dispatching, and tracking work orders in the CRM business system. • Ensure processes are in place in accordance with FDA compliance. • Have a flexible work schedule, including holidays. • Ad-hoc projects as assigned by management.

• Provides front line phone support for Customers, Field Engineers, and Sales Professionals. • Ensures customer satisfaction by understanding the customer’s needs and their environment. • Provide technical phone support to customers and field personnel, including Sales, Service, Marketing, etc. • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. • Perform system error log reviews providing a summary of findings and recommendations to field service. • Author and review articles in the Knowledge Base per assigned goal. • Drive resolution of all product performance issues until acceptable solution is identified.

About Rimini Street, Inc. Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a proven, trusted global provider of end-to-end, mission-critical enterprise software support, managed services and innovative Agentic AI ERP solutions, and is the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments. We are actively seeking a Sr. Associate Support Engineer, SAP FICO. This role is based in India, Hyderabad. About Rimini Street, India, GCC. Rimini Street Inc, HQ : Las Vegas, NV, USA a disruptor in third party ERP support services, established undisputed leadership and as a natural progression, entered India with Rimini Street, India GCC India kick starting operations in Hyderabad, in 2013 with Global Client Onboarding Services, IT shared services and Global Service Development. In no time, Rimini Street, India GCC started Bengaluru operations going up the value chain with more complex product development (Oracle, SAP, Peoplesoft, JDE etc.) & advanced services (Managed services, Professional services, Security Managed Services etc). Rimini Street, India GCC gained valuable share in bringing the reputation to Rimini Street Inc of being a global provider of unified support and managed service solutions for enterprise software. Today, Rimini Street, India GCC is a family of about 800+ full time talented individuals, thanks to the remarkable talent that has supported the expansion. Rimini Street, India has nicely emerged as Global Capability Centre (GCC), and proudly says, “if you are best of the best, you belong to Rimini”. We are on a mission to contribute significantly to our “Rimini ONE” program, a turnkey Rimini Street service program that offers a comprehensive set of unified, integrated services that can run, manage, support, customize, configure, connect, protect, monitor, and optimize your Oracle and SAP ERP, database, and technology software. Position Summary The role of the Sr. Associate Support Engineer, SAP FICO is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and support for our global clients who use Finance and Controlling (FICO). The role of the SAP Engineer requires functional and technical experience, integration knowledge, implementation and support expertise and skills to diagnose issues, including ABAP debug; then develop or work with a developer to test, package and deliver fixes for such issues in complex, integrated and highly-configured environments. Essential Duties and Responsibilities - Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology - Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience - Provide remote-based functional support & training for multiple SAP FI/CO modules - Support client customizations, sharing experience and best practices advice - Develop, configure and deliver application break fixes for critical defects - Analyze and correct data issues - Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity - Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours - Collaborate with team members in a virtual team environment to extend field experience to different client situations - Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience Additional Duties and Responsibilities - Other job related duties and responsibilities may be assigned from time to time Location - Hyderabad - India Education - Bachelor Degree in Computer Science or related field or equivalent experience. Language - Fluent English in mandatory, any other languages a plus. Experience - 3-5 years’ experience in the field of FICO programming and SAP modules - 3+ years knowledge of SAP systems such as FI/CO and Integrations with the module - A track record of successful bug free codes written for clients - Deep working knowledge and understanding of supporting business processes - Analytical, logical problem resolution skills - SAP certification(s) preferred - Knowledge of maintenance/patching mechanics and SAP architecture - Demonstrable history solving complex problems across multiple modules Skills - Good analytical and problem solving skills in order to carry out their daily functions effectively. - Superb technical trouble-shooting skills ability to debug code and the tenacity for complex problem solving - Passionate focus on customer support and the ability to build long term, successful working relationships with Clients - Strong knowledge of key application functionality, tables and relationships - Deep knowledge of SAP customization/extension methodologies - Excellent development skills using SAP toolset - Excellent interpersonal, presentation and communication skills – verbal & written - Fluency in both English; - Attention to detail and the ability to learn quick - Extreme focus on Client satisfaction - Demonstrated ability to work independently and as part of a team - Ability to work calmly and professionally in high pressure situations Preferred Qualifications - The best candidates will have extensive knowledge of multiple SAP modules across releases (4.x & ECC) including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology - Knowledge of any Country Specific Solutions would be an advantage - A consulting background, while not mandatory, would be useful - Experience with localizations and global implementations would be an advantage Why Rimini Street? We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you. Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: - Company - We dream big and innovate boldly. - Colleagues - We work with extraordinary people who create a culture of mutual respect and collaboration. - Clients - We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. - Community - We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities. Accelerating Company Growth - Nasdaq-listed under ticker symbol RMNI since October 2017 - Over 6,300+ signed contracts to date, including Fortune 500 and Global 100 companies - Over 2,000 team members in 23 countries - US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.