Title: Technical Support Engineer Location: Bangalore Type: Full-time Workplace: hybrid Category: Technical Success Group Job Description: WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation. Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform. This role is with SAP, supporting WalkMe. As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience. What You'll Own - Communicate with customers via email, live chat, and screen shares. - Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency. - Develop in-depth knowledge of our products and their features. - Engage with customers to understand and fulfil their goals with our solutions. - Apply and share best practices for optimal use of our products. - Innovate and propose ideas for enhancing the overall customer experience. What You Need to Succeed - 1.5+ year experience in software support or customer service. - Fluent in English (verbal and written). - Problem-solving skills with a customer-first approach. - Knowledge of HTML, jQuery, CSS (please specify your level). - Experience in various communication formats (written, live chat, conference calls, in-person). - Ability to grasp and articulate new technologies quickly. - Proficient in using application logs, browser dev tools, and other diagnostic tools. - Independent and teamwork capabilities. - Poise and articulation in challenging customer interactions. - Availability to work onsite at the SAP office 3 times a week. - Available to work Tuesday - Saturday What Sets Us Apart - At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace. - Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work. - Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community. - Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering. - Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long. - WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce. - WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge. - WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance. - Robust Retirement Contributions: Ask HR about the specific offerings for your region! - SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment. • Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution. • Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns. • Manage customer expectations regarding estimated response times for issue resolution. • Extensively research and document customer technical issues. • Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

• Manage and enhance IT service desk operations. • Ensure timely resolution of technical issues with a customer-centric service culture. • Lead a team of support professionals and drive continuous improvement. • Oversee queue management and escalation management. • Support vulnerability mitigation for end users.

Role Description As a Senior Technical Support Engineer, you will play a critical role in providing advanced technical assistance to our customers and internal teams, ensuring the seamless operation and resolution of complex technical issues. The ideal candidate should possess exceptional troubleshooting abilities, a deep understanding of our products and services, and a passion for delivering exceptional customer experiences. Key Responsibilities - Advanced Technical Assistance: Provide expert-level technical support to customers, addressing complex technical issues that cannot be resolved by lower-tier support teams. Utilize in-depth product knowledge and problem-solving skills to diagnose and troubleshoot intricate issues across hardware, software, and networking components. - Issue Resolution: Collaborate with cross-functional teams, including software developers, product managers, and quality assurance, to identify root causes of complex technical problems. Lead efforts to design and implement effective solutions, working within defined service level agreements (SLAs) to ensure timely resolution. - Customer Interaction: Interact directly with customers via various communication channels (phone, email, chat, and remote sessions). Act as a point of escalation for challenging technical problems, guiding customers through the troubleshooting process, providing clear and concise instructions, and effectively managing expectations. - Documentation: Create and maintain detailed documentation of complex technical issues, solutions, and troubleshooting steps. Contribute to the knowledge base to enhance self-service resources for both customers and the support team. - Mentorship and Training: Provide guidance and mentorship to junior members of the technical support team. Conduct training sessions to elevate the team's technical expertise and problem-solving skills. - Continuous Improvement: Identify trends and patterns in customer issues to proactively improve products and services. Collaborate with other teams to provide feedback on product enhancements and suggest improvements based on customer feedback. - Escalation Management: Manage and prioritize escalated cases, liaising with higher-level support, engineering, and management teams to expedite issue resolution and maintain customer satisfaction. - Technical Expertise: Stay current with the latest industry trends, technologies, and best practices related to the products and services being supported. Maintain expertise in relevant areas to provide accurate and up-to-date guidance to customers. - Collaboration: Work closely with cross-functional teams to ensure seamless communication and cooperation, contributing to the overall success of the organization's technical support initiatives. Qualifications - 5+ years of experience in technical support, with a minimum of 2 years in a senior or lead role. - Strong proficiency in troubleshooting complex technical issues across hardware, software, and network components. - In-depth knowledge of the products and services offered, including their architecture and integration points. - Excellent communication skills, both written and verbal, with the ability to convey technical information to both technical and non-technical audiences. - Demonstrated experience in mentoring and training junior support engineers. - Experience with CRM and ticketing systems for case management. - Customer-centric mindset with a commitment to delivering exceptional customer experiences. - Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously. - Professional certifications (e.g., CompTIA A+, Cisco CCNA, Microsoft Certified: Azure Fundamentals) are a plus. Requirements - Sitting: Ability to be able to sit for long periods of time. - Lifting: Ability to lift equipment and or tools up to 20 pounds. - Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices. - Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals. - Hearing: Normal or corrected hearing to communicate with colleagues or customers. - Agility: Agile and able to work in tight spaces such as server rooms, data centers or other. Company Description Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting-edge Applied AI. The results are happier customers, enhanced insights, and lower costs. We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other and understand the value of hard work and the importance of a healthy balance.