RHONDOS Inc. is looking for a consultant to join our Centre of Excellence within Customer Support & Professional Services. This shift-based, senior technical role owns the full lifecycle of PowerConnect customer support from frontline Level 1-2 incident response through complex Level 3 troubleshooting and root cause analysis while also serving as the technical subject-matter expert for pre-sales proof-of-concept engagements, customer training, installation and upgrade delivery, use case development, and internal SAP systems support. You will contribute to the CoE's knowledge base and diagnostic playbooks, and help continuously improve support processes, deployment automation, and training delivery across the team.
Key Responsibilities
L1–L2 Product Support
- Adhere to the assigned shift schedule, ensuring on-time handovers with thorough and accurate shift notes.
- Serve as a first point of contact for PowerConnect customer support requests within the assigned shift.
- Triage, investigate, and resolve Level 1-2 incidents in line with established SLA thresholds and priority rules.
- Log and maintain accurate records of all incidents, resolutions, and workarounds in the ticketing system.
- Monitor PowerConnect system health dashboards and proactively identify potential service disruptions.
- Maintain a shift log of all active issues, pending tasks, and customer communications.
- Provide structured handover briefings to the incoming shift team, ensuring continuity of open issues.
- Follow on-call and escalation protocols when critical incidents arise during or outside shift hours.
PowerConnect Troubleshooting & Root Cause Analysis
- Conduct thorough root cause analysis on recurring, high-severity, or business-critical incidents, producing structured RCA reports.
- Analyze system logs, traces, configuration files, and network data to diagnose deep technical issues.
- Develop and document workarounds, fixes, and preventive measures based on RCA findings.
- Collaborate with product engineering teams to report confirmed defects and track resolution through the product release cycle.
- Build and maintain an internal knowledge base of known issues, resolution patterns, and diagnostic playbooks.
- Review incident trends across the support queue to identify systemic problems and initiate problem management actions.
Pre-Sales & PoC Technical Support
- Support the technical delivery of PowerConnect proof-of-concept engagements, including environment setup, configuration, and validation against customer-defined success criteria.
- Respond to deep technical questions from Sales Engineers, prospective customers, and existing customers, providing accurate, well-structured answers on architecture, integration, and product behavior.
- Join customer calls as the subject-matter expert, providing live technical support on PowerConnect capabilities, configuration options, limitations, and integration scenarios.
- Analyze customer technical requirements during PoC engagements and advise on the most suitable PowerConnect configuration and deployment approach.
- Troubleshoot technical issues that arise during PoC execution, ensuring blockers are resolved promptly to maintain engagement momentum.
- Document PoC outcomes, technical findings, and configuration details to support handover to professional services and post-sales teams.
OOTB Functionality Training
- Deliver end-user and power-user training on PowerConnect out-of-the-box features, standard workflows, and core modules.
- Design and develop training curricula, session plans, and supporting materials tailored to customer roles and use cases.
- Conduct administrator training sessions covering user management, roles, permissions, system configuration, and routine maintenance.
- Demonstrate dashboards, reporting capabilities, and integration touchpoints to both technical and business audiences.
- Produce quick-reference cards, knowledge-base articles, and e-learning content based on common customer questions and feedback.
- Assess trainee comprehension through practical exercises and provide structured corrective feedback.
- Collect post-training feedback and continuously refine session content to reflect product changes and learner needs.
Installation & Upgrade Services
- Lead end-to-end PowerConnect installation projects for new customers, following and contributing to validated deployment runbooks.
- Plan and execute version upgrades and patch deployments in customer environments, including pre-checks, execution, and post-validation.
- Conduct environment assessments covering OS, database, network, and infrastructure prerequisites prior to any deployment.
- Perform comprehensive data validation and technical checks after each installation or upgrade.
- Coordinate maintenance windows with customers and internal stakeholders to minimize business impact.
- Document environment configurations, architecture decisions, and all changes in the customer asset register.
- Review and contribute to runbook improvements based on lessons learned from field engagements.
Use Case Development
- Identify, define, and document PowerConnect use cases based on customer requirements, industry trends, and product capabilities.
- Collaborate with customers, Sales Engineers, Customer Success Managers, and product teams to translate business problems into structured PowerConnect solutions.
- Build and validate use case demonstrations and reference configurations that can be reused across customer engagements.
- Develop use case documentation including business context, solution design, configuration steps, and expected outcomes.
- Maintain a library of approved use cases and solution patterns for use by the broader CoE and Sales Engineering teams.
- Present use case concepts and solution designs to customer stakeholders at both technical and business levels.
- Contribute use case insights back to the product team to inform roadmap prioritization and feature development.
Internal SAP Systems Support & Maintenance
- Provide support for internal SAP system issues raised by business users, logging and tracking tickets to resolution.
- Perform routine SAP system maintenance tasks including user administration, role assignments, and authorization checks.
- Monitor SAP system performance, job scheduling, and batch processing; escalate anomalies to senior administrators.
- Apply SAP notes, support packages, and minor patches under the guidance of senior team members.
- Assist with SAP transport management — importing and releasing transports across development, QA, and production landscapes.
- Support periodic activities such as system refreshes and client copies.
- Maintain internal documentation for SAP configurations, known issues, and standard operating procedures.
Continuous Improvement & Development
- Maintain expert-level knowledge of PowerConnect releases, patches, and product roadmap updates.
- Contribute to and govern the CoE internal knowledge base, ensuring documentation is accurate, current, and actionable.
- Participate in CoE team meetings, retrospectives, and internal enablement sessions; actively contribute technical insights.
- Pursue relevant advanced certifications and training in PowerConnect and adjacent technologies as agreed with management.
- Identify opportunities to improve support processes, deployment automation, and training delivery across the CoE.
- Share field experience and technical findings with junior consultants through structured coaching and knowledge-sharing sessions.
Requirements
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
- 3+ years of experience in technical support, professional services, or consulting for SAP, Splunk or Dynatrace.
- Hands-on experience with PowerConnect (or comparable enterprise SAP-integration/observability software) administration, configuration, and troubleshooting.
- Experience conducting root cause analysis on high-severity incidents and producing structured RCA reports.
- Familiarity with SAP system administration fundamentals (user/role management, transport management, job scheduling, system monitoring) and experience with SAP Basis or SAP administration tooling.
- Experience delivering technical training or enablement sessions to both technical and business audiences.
- Ability to read system logs, traces, and configuration data to diagnose complex issues.
- Experience serving as a subject-matter expert on customer calls or proof-of-concept engagements.
- Experience with Splunk, Dynatrace, or Elastic.
- Experience with ticketing systems.
- Willingness and ability to participate in an on-call escalation rotation.
Preferred Qualifications
- Experience supporting pre-sales or proof-of-concept (PoC) engagements for enterprise software.
- Experience leading installation, upgrade, or migration projects in customer production environments.
- SAP certification(s) (e.g., SAP Certified Technology Associate) or PowerConnect product certification.
- Experience building or contributing to a knowledge base, runbooks, or diagnostic playbooks.
- ITIL Foundation certification or familiarity with incident and problem management frameworks.
Benefits
- Employment for this role is structured 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 professional development budget.
- We also offer:
- A fully remote-first working environment with genuine flexibility
- Company-provided equipment
Bachelor's degree in Computer Science, Information Systems, Engineering, or related field; 3+ years in technical support or consulting for SAP, Splunk, or Dynatrace; hands-on PowerConnect administration; RCA experience; SAP Basis familiarity; training delivery; on-call rotation.
Key Responsibilities
- providing technical support
- conducting root cause analysis
- delivering training
Skills & Tools
PowerConnect, SAP, Splunk, Dynatrace, Elastic
Job Details
- Category: Information Technology
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Guatemala
- Languages: English
Benefits
- Generous paid time off
- Tuition reimbursement
- Retirement plan
About RHONDOS Inc
A technology consulting firm specializing in PowerConnect and SAP integration support. — Industry: Information Technology