Chili Piper

Expert Customer Love Engineer

Senior Customer Love Engineer

Chili Piper is the leading inbound conversion software, used by top B2B revenue teams like Intuit, Twilio, Spotify, and Gong.

We’re on a journey to build the best company to work for and to work with while trying to make the world a better place. Our team is distributed around more than 160 cities and 35 countries around the world.

Customer Love Engineer

Responsible for using knowledge of SQL, Java, XML and web-based apps to troubleshoot and resolve issues regarding SAP Ariba Cloud Application focusing on customer service, including frequent, high quality communication.

• Provide high technical assistance to SAP customers via the company ERP ITSM system;
• Create internal and external content for SAP Ariba's User Community and internal knowledge base;
• Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects;
• Provide a high level of expertise with product functionality as well as continue developing core product skill set as new innovations are released;
• Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible;
• Troubleshoot SAP Ariba's customers issues by using SQL, Java and object-oriented programming;
• Provide solutions to any issues regarding XML, including SOAP and HTML requests and http/https.

SAP Ariba Technical Support Engineer

Dell

• Monitors and maintains applications and restores services for end users. 
• Analyzes software and hardware problems and coordinates workable solutions;
• Performs system software upgrades including planning and scheduling, coordination and deploying; 
• Ensures availability and performance of systems and application environments through proactive as well as reactive analysis and maintenance;
• Manages, resolves and documents issues and events related to system and environment availability;
• Monitors and measures performance characteristics of applications;
• Performs routine maintenance;
• Communicates with all stakeholders (customers, development teams, end users, etc.) to address system issues.
• Proposes and implements systems enhancements that will improve the reliability and performance of the system;
• Learns new applications, Dell-specific technologies, system behavior and business processes as they relates to customer needs;

Application Management Analyst

• Resolve all WoWs and incidents within SLA targets;
• Ensure proper handoff of issues;
• Timely and accurately document resolution activities;
• Diagnose, prioritize and escalate tickets to IM;
• Follow up on escalated issues with Level 2 ( IM2 ) and Readiness where applicable;
• Identify needed KB articles and create with approvals with Level 2 ( IM2 ) and Readiness;
• Implement improvement Monitoring initiatives;
• Participate in transition and technology training;
• Review incoming and existing incidents and tasks;
• Audit open tickets to determine team member workload;
• Ensure handoffs between shifts are handled correctly;
• Check broadcast messages in Remedy and alerts team as needed;

Technical Analysis Sr. Associate

IT professional with 10+ years of experience in a multicultural environment. I'm a team player, fast-learner and proactive Support Engineer with a solid experience with Application Support.

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