PowerConnect Consultant

This is a fully remote position, open to applicants in Costa Rica, +5 more countries.

📋 Description

• Deliver comprehensive PowerConnect customer support, spanning Level 1–2 incident response to Level 3 troubleshooting and root cause analysis.

• Triage, investigate, resolve, document, monitor, and transfer customer incidents in accordance with SLAs and escalation procedures.

• Perform root cause analysis for recurring, high-severity, and business-critical incidents; generate RCA reports and recommend preventive measures.

• Examine logs, traces, configuration files, and network data; collaborate with product engineering to address defects.

• Assist with PowerConnect proof-of-concept engagements, encompassing environment setup, configuration, validation, technical inquiries, troubleshooting, and handover documentation.

• Provide training for end-users, power-users, and administrators; create curricula, session plans, reference materials, and e-learning content.

• Oversee PowerConnect installations, upgrades, patches, environment assessments, validation, maintenance-window coordination, and configuration documentation.

• Define and document reusable PowerConnect use cases, demonstrations, reference configurations, solution designs, and anticipated outcomes.

• Support internal SAP systems, including ticket resolution, user and role administration, authorization checks, monitoring, patches, transports, refreshes, and client copies.

• Maintain and manage knowledge bases, runbooks, diagnostic playbooks, and SAP documentation.

• Engage in continuous improvement, certifications, enablement, retrospectives, process automation, and mentoring of junior consultants.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.

• A minimum of 3 years of experience in technical support, professional services, or consulting for SAP, Splunk, or Dynatrace.

• Practical experience with PowerConnect (or similar enterprise SAP-integration/observability software) administration, configuration, and troubleshooting.

• Experience in conducting root cause analysis on high-severity incidents and creating structured RCA reports.

• Knowledge of SAP system administration fundamentals (user/role management, transport management, job scheduling, system monitoring) and experience with SAP Basis or SAP administration tools.

• Proven experience delivering technical training or enablement sessions to both technical and business audiences.

• Capability to interpret system logs, traces, and configuration data to diagnose complex issues.

• Experience acting as a subject-matter expert on customer calls or proof-of-concept engagements.

• Familiarity with Splunk, Dynatrace, or Elastic.

• Experience with ticketing systems.

• Willingness and capability to take part in an on-call escalation rotation.

• Preferred: Experience supporting pre-sales or proof-of-concept (PoC) engagements for enterprise software.

• Preferred: Experience leading installation, upgrade, or migration projects in customer production environments.

• Preferred: SAP certification(s) or PowerConnect product certification.

• Preferred: Experience in building or contributing to a knowledge base, runbooks, or diagnostic playbooks.

• Preferred: ITIL Foundation certification or familiarity with incident and problem management frameworks.

🏝️ Benefits

• Employment for this role is arranged through an Employer of Record (EOR) in your country of residence.

• Full statutory benefits and entitlements for the country of residence—including paid annual leave, public holidays, sick leave, and pension or social insurance contributions as applicable.

• Paid PowerConnect and SAP certification training and a professional development budget.

• A fully remote-first working environment with genuine flexibility.

• Company-provided equipment.