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 ResponsibilitiesL1-L2 Product SupportAdhere to the assigned shift schedule, ensuring on-time handovers with thorough and accurate shift notesServe as a first point of contact for PowerConnect customer support requests within the assigned shiftTriage, investigate, and resolve Level 1-2 incidents in line with established SLA thresholds and priority rulesLog and maintain accurate records of all incidents, resolutions, and workarounds in the ticketing systemMonitor PowerConnect system health dashboards and proactively identify potential service disruptionsMaintain a shift log of all active issues, pending tasks, and customer communicationsProvide structured handover briefings to the incoming shift team, ensuring continuity of open issuesFollow on-call and escalation protocols when critical incidents arise during or outside shift hoursPowerConnect Troubleshooting & Root Cause AnalysisConduct thorough root cause analysis on recurring, high-severity, or business-critical incidents, producing structured RCA reportsAnalyze system logs, traces, configuration files, and network data to diagnose deep technical issuesDevelop and document workarounds, fixes, and preventive measures based on RCA findingsCollaborate with product engineering teams to report confirmed defects and track resolution through the product release cycleBuild and maintain an internal knowledge base of known issues, resolution patterns, and diagnostic playbooksReview incident trends across the support queue to identify systemic problems and initiate problem management actionsPre-Sales & PoC Technical SupportSupport the technical delivery of PowerConnect proof-of-concept engagements, including environment setup, configuration, and validation against customer-defined success criteriaRespond to deep technical questions from Sales Engineers, prospective customers, and existing customers, providing accurate, well-structured answers on architecture, integration, and product behaviorJoin customer calls as the subject-matter expert, providing live technical support on PowerConnect capabilities, configuration options, limitations, and integration scenariosAnalyze customer technical requirements during PoC engagements and advise on the most suitable PowerConnect configuration and deployment approachTroubleshoot technical issues that arise during PoC execution, ensuring blockers are resolved promptly to maintain engagement momentumDocument PoC outcomes, technical findings,



and configuration details to support handover to professional services and post-sales teamsOOTB Functionality TrainingDeliver end-user and power-user training on PowerConnect out-of-the-box features, standard workflows, and core modulesDesign and develop training curricula, session plans, and supporting materials tailored to customer roles and use casesConduct administrator training sessions covering user management, roles, permissions, system configuration, and routine maintenanceDemonstrate dashboards, reporting capabilities, and integration touchpoints to both technical and business audiencesProduce quick-reference cards, knowledge-base articles, and e-learning content based on common customer questions and feedbackAssess trainee comprehension through practical exercises and provide structured corrective feedbackCollect post-training feedback and continuously refine session content to reflect product changes and learner needsInstallation & Upgrade ServicesLead end-to-end PowerConnect installation projects for new customers, following and contributing to validated deployment runbooksPlan and execute version upgrades and patch deployments in customer environments, including pre-checks, execution, and post-validationConduct environment assessments covering OS, database, network, and infrastructure prerequisites prior to any deploymentPerform comprehensive data validation and technical checks after each installation or upgradeCoordinate maintenance windows with customers and internal stakeholders to minimize business impactDocument environment configurations, architecture decisions, and all changes in the customer asset registerReview and contribute to runbook improvements based on lessons learned from field engagementsUse Case DevelopmentIdentify, define, and document PowerConnect use cases based on customer requirements, industry trends, and product capabilitiesCollaborate with customers, Sales Engineers, Customer Success Managers, and product teams to translate business problems into structured PowerConnect solutionsBuild and validate use case demonstrations and reference configurations that can be reused across customer engagementsDevelop use case documentation including business context, solution design, configuration steps, and expected outcomesMaintain a library of approved use cases and solution patterns for use by the broader CoE and Sales Engineering teamsPresent use case concepts and solution designs to customer stakeholders at both technical and business levelsContribute use case insights back to the product team to inform roadmap prioritization and feature developmentInternal SAP Systems Support & MaintenanceProvide support for internal SAP system issues raised by business users, logging and tracking tickets to resolutionPerform routine SAP system maintenance tasks including user administration, role assignments, and authorization checksMonitor SAP system performance, job scheduling, and batch processing; elevate anomalies to senior administratorsApply SAP notes, support packages,



and minor patches under the guidance of senior team membersAssist with SAP transport management — importing and releasing transports across development, QA, and production landscapesSupport periodic activities such as system refreshes and client copiesMaintain internal documentation for SAP configurations, known issues, and standard operating proceduresContinuous Improvement & DevelopmentMaintain expert-level knowledge of PowerConnect releases, patches, and product roadmap updatesContribute to and govern the CoE internal knowledge base, ensuring documentation is accurate, current, and actionableParticipate in CoE team meetings, retrospectives, and internal enablement sessions; actively contribute technical insightsPursue relevant advanced certifications and training in PowerConnect and adjacent technologies as agreed with managementIdentify opportunities to improve support processes, deployment automation, and training delivery across the CoEShare field experience and technical findings with junior consultants through structured coaching and knowledge-sharing sessionsRequirementsRequired QualificationsBachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience3+ years of experience in technical support, professional services, or consulting for SAP, Splunk or DynatraceHands-on experience with PowerConnect (or comparable enterprise SAP-integration/observability software) administration, configuration, and troubleshootingExperience conducting root cause analysis on high-severity incidents and producing structured RCA reportsFamiliarity with SAP system administration fundamentals (user/role management, transport management, job scheduling, system monitoring) and experience with SAP Basis or SAP administration toolingExperience delivering technical training or enablement sessions to both technical and business audiencesAbility to read system logs, traces, and configuration data to diagnose complex issuesExperience serving as a subject-matter expert on customer calls or proof-of-concept engagementsExperience with Splunk, Dynatrace, or ElasticExperience with ticketing systemsWillingness and ability to participate in an on-call escalation rotationPreferred QualificationsExperience supporting pre-sales or proof-of-concept (PoC) engagements for enterprise softwareExperience leading installation, upgrade, or migration projects in customer production environmentsSAP certification(s) (e.g., SAP Certified Technology Associate) or PowerConnect product certificationExperience building or contributing to a knowledge base, runbooks, or diagnostic playbooksITIL Foundation certification or familiarity with incident and problem management frameworksBenefitsEmployment for this role is structured through an Employer of Record (EOR) in your country of residenceFull statutory benefits and entitlements for the country of residence — including paid annual leave, public holidays, sick leave, and pension or social insurance contributions as applicablePaid PowerConnect and SAP certification training and professional development budgetWe also offer:A fully remote-first working environment with genuine flexibilityCompany-provided equipment
#J-*****-Ljbffr

📌 Powerconnect Consultant (Quilmes)
🏢 RHONDOS
📍 Quilmes