PowerConnect Consultant

This is a fully remote position, open to applicants in India, +2 more countries.

📋 Description

• Deliver shift-based Level 1–2 customer support for PowerConnect, encompassing triage, investigation, resolution, ticket management, health monitoring, shift logs, handovers, and escalation procedures.

• Execute Level 3 troubleshooting and perform root cause analysis for recurring, high-severity, and mission-critical incidents.

• Examine system logs, traces, configuration files, and network data; create workarounds, solutions, and preventive strategies.

• Collaborate with product engineering to address defects and maintain diagnostic playbooks alongside the internal knowledge repository.

• Assist in PowerConnect proof-of-concept projects through environment setup, configuration, validation, technical guidance, customer interactions, troubleshooting, and documentation.

• Provide training for end-users, power-users, and administrators; develop curricula, session outlines, reference materials, knowledge-base articles, and e-learning content.

• Oversee PowerConnect installations, upgrades, patch deployments, environment evaluations, post-deployment validation, maintenance-window coordination, and asset-register documentation.

• Define, showcase, document, and sustain reusable PowerConnect use cases and solution patterns.

• Offer support for internal SAP systems via ticket resolution, user and role administration, monitoring, application of SAP notes and patches, transport management, system refreshes, and client copies.

• Maintain in-depth product knowledge, enhance support and deployment processes, engage in CoE activities, pursue certifications, and mentor junior consultants.

⛳️ Requirements

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

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

• Practical experience in administering, configuring, and troubleshooting PowerConnect (or similar enterprise SAP-integration/observability software).

• Proven experience in conducting root cause analysis on high-severity incidents and generating structured RCA reports.

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

• Experience in delivering technical training or enablement sessions to both technical and business stakeholders.

• Ability to interpret system logs, traces, and configuration data to troubleshoot complex issues.

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

• Familiarity with Splunk, Dynatrace, or Elastic.

• Experience with ticketing systems.

• Willingness and readiness to participate in an on-call escalation rotation.

• Preferred: experience in supporting pre-sales or proof-of-concept initiatives for enterprise software.

• Preferred: experience in leading installation, upgrade, or migration projects in customer production settings.

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

• Preferred: experience in creating 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 position is facilitated through an Employer of Record (EOR) in your country of residence.

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

• Financial support for PowerConnect and SAP certification training along with a professional development budget.

• A fully remote-first working environment that offers genuine flexibility.

• Provision of company equipment.