Support Architect

As a support architect you are working with customers as trusted advisor and guide them in defining the best solution for their request and provide proactively improvement suggestions for solution efficiency as well as product feature evolution. This includes providing de-escalation support, solution guidance for escalated situations, proactive measures for incident reduction and change management standardization in accordance with compliance requirements.

You will be diligent about ensuring best practice, and pragmatic about ensuring that our customer ‘s success is maintained. This position typically works under limited supervision and direction. You will regularly exercise discretionary decision-making to shape this role as you see fit.

YOUR RESPONSIBILITIES

• Develop complex framework covering diverse topics and requirements such as compliance, business processes, quality assurance and diverse landscapes.
• Evaluate risks, impact and estimation for change requests and other customers’ requests.
• Align and build a strong relationship with key stakeholders from product support, engineering and service delivery as well as across the different division of SAP Fioneer
• Ensure continuous improvement and development through defining service enhancements and improvement roadmap.
• Establish the trusted advisor role at customer and ensure customer satisfaction.
• Anticipate customer’s needs and deliver high quality, value-added services and solutions which elevate the profile of our products/company in the eyes of the clients.

Requirements

• Strong experience in architectural roles with a focus on identifying innovation potential with customers.
• Strong experience in the financial services environment as an enterprise solution architect
• Experienced in application value discussion and identifying innovation potential.
• Strong experience in stakeholder management at all levels delivering clear status on service delivery and efficiency.
• Confident and impactful communicator and manager of senior stakeholders, both written and verbal, able to clearly explain the program to non-technical and technical audiences.
• Previous experience in working with business stakeholders as a technical expert.
• Experience planning and coordinating technology resources balanced against operational needs.
• Open-minded, innovative thinker and adaptable to changes, enjoying working in an agile environment.
• Fluent Englisch is mandatory; German or Spanish is nice to have
• Willingness to work on-call duty, also on weekends.

Benefits

Our employee benefits package includes a gym membership, generous 27 days of paid time off, a flexible work and time environment, access to internal and external training opportunities, thoughtful anniversary and birthday gifts, the option to select equipment according to personal preference, and a dedicated work phone.
We prioritize your well-being and professional development.