Develop and enhance custom software solutions, coding and designing components across various systems. Utilize modern frameworks and agile methodologies to deliver scalable, high-performance applications tailored to specific business needs. This role involves providing essential support for customers adopting new and emerging technologies, acting as a customer-facing liaison during pre and post-implementation phases. A deep understanding of all offerings is crucial to effectively address complex issues as an escalation point. Intermediate expertise in network issues, API, MSSQL, Oracle, Java, Linux, Postgres, and Hana/DB2 is required.

Serve as the ultimate escalation point for highly complex, visible, and sensitive client issues. Drive superior customer experiences through prompt responses and positive interactions. Effectively communicate customer needs and requirements to internal teams. Provide technical leadership and guidance to junior staff. Proactively manage daily work goals and performance metrics through self-direction. Act as a vital Customer Support liaison during customer program implementations to gain in-depth product, usage, and technology knowledge for post-implementation support. Offer continuous support and troubleshooting for deployed technical solutions by meticulously analyzing event chains and applying technical knowledge in alignment with established procedures and standards. Adhere to the Customer Support Work Center's direction and expectations. Collaborate closely with emerging products and technologies to develop and refine support processes. Resolve highly technical and sensitive issues through critical and creative thinking, aiming for mutually agreeable solutions. Cultivate and leverage strong relationships with both internal and external stakeholders. Manage high-level escalations from Tier 2 analysts and provide support driven by business needs. Create, update, and maintain knowledge base entries, including best practices. Contribute to positive Customer Experience outcomes through timely and effective communication. Maintain all support shared systems, including virtual environments, databases, and shared instances. Participate in additional projects and duties as assigned.

Possess professional experience in troubleshooting, maintaining, or developing data-driven applications integrated with relational databases, XML sources, and high-volume web services. Demonstrate Subject Matter Expert status in at least one of the following areas: Database technology (Oracle, SQL Server, Postgres, DB2, Hana), Java, XML, web services, ERPs, network architecture, or database/application performance issues. Exhibit proficiency in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, and high-volume web services. Possess expert knowledge of supported transmission types (XML, REST, JSON) and record types, along with processing tools like SoapUI and Postman. Experience with Data Security & Operations is essential. Familiarity with LINUX and Web Programming, including HTTP programming, ICF, Framework, and Web Services in ABAP (SOAP, WSDLs) and JAVA programming is required. Experience with SAP NetWeaver Architecture and Integration technology and SAP Mobility Technology is preferred. Understanding of VMs, NAS, Unix, Shell programming, and mainframe systems is beneficial. Knowledge of FTP scripting, ECG, TWS, and similar tools is advantageous. Proficiency in Java and functional programming concepts is expected. Deep understanding and debugging experience with networking protocols are necessary. Excellent debugging skills across a wide array of technologies and programming languages are critical. Ability to establish and maintain networks with key contacts outside your immediate area of expertise. Strong listening and communication skills are essential. Must possess robust interpersonal, organizational, presentation, and facilitation skills. A results-oriented and customer-focused approach is paramount. A strong desire to research and study new emerging technologies for future development consideration is highly valued. Demonstrate understanding of internal proprietary information and appropriate distribution. Experience handling customer escalations and remaining calm in stressful situations is required. Excellent analytical and creative problem-solving skills are a must. Ability to apply professional concepts, experience, and company objectives to conduct in-depth analysis and resolve complex issues creatively. Exercise a professional approach with all interactions, utilizing appropriate communication tools and adapting communication style to the audience. Good organizational skills are essential. Must be results-oriented, customer-focused, and exhibit strong interpersonal skills. Proficiency in Microsoft Office packages is required. Sufficient knowledge of business communications, including telephone, voicemail, and email, as well as the operation of office machines like photocopiers, scanners, and fax machines, is needed. This role includes on-call duties on a rotational basis. A Bachelor's/Master's degree in Management Information Systems, Computer Information Technology, or a related field, coupled with two to four plus years of relevant industry experience, is required. Experience with building and maintaining Big Data and Fast Data applications, as well as Data Governance, Security & Operations, is beneficial. Experience with Web Programming, including HTTP programming, ICF Framework, Web Services in ABAP (SOAP, WSDLs) JAVA programming, SAP NetWeaver Architecture and Integration technology, and SAP Mobility Technology is preferred. Experience in handling customer escalations and remaining calm in stressful situations is critical. An equivalent combination of education and/or experience may be considered.