About PenbrothersPenbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.About the RoleAs an experienced Tier IV Support Expert, you have the potential to be an integral part of a growing, global team with the ability to make a direct impact on team and customers’ success through technical guidance, issue solutions and mentoring. We are looking for an expert in SAP Fire Fighter that can manage escalations and provide solutions across the global support team.Excellent soft skills, willingness to ‘jump-in’ to assist team members and solve challenging customer issues is necessary. The Elevated Access Support Engineer will report to the Global Support Escalation Manager or VP of Support.Monitor Elevated Access (Fire Fighter) tickets globally.Provide guidance to team members or engage with customers directly to solve their issues via phone, remote session, or email communication.Learn and become the expert for Elevated Access within global support.Deep understanding to guide team and customers on roles, profiles, and authorization type of functionality.Work with multiple teams to resolve issues within SLA and provide needed information to teams to resolve the issues.Educate/train team members on resolution and troubleshooting approaches and techniques in the defined area of expertise.Communicate resolutions and information clearly and concisely verbally and/or written.Recommend best workflow, implementation and utilization practices promoting customer success and product adoption.What You BringUnderstanding of and experience with emergency access management (EAM) principals.Knowledge of and experience with segregation of duties (SOD) concepts and conflicts.Knowledge of approval workflows and escalation procedures.Deep understanding of SAP or ERP system authorization concepts such as roles, profiles, and authorization objects.Understanding of SAP or ERP system user administration or security frameworks.SAP or ERP system experience and understanding of ‘transaction’ or user identifier codes.Ability to troubleshoot issues using logging and audit trails.Ability to work with global team members and customers from diverse cultures.Experience with mentoring team members to overcome challenging areas.Strong English communication skills.Hiring ProcessWe utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.What You’ll GetAt Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
