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RHONDOS

Builds software to monitor and secure SAP systems

PowerConnect Consultant

Implementation & Technical Account ManagementConfirmed live in the last 24 hours
Full-timeRemote in Costa RicaNo salary listed

About the Job

Requirements

  • A bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
  • At least 3 years of experience in technical support, professional services, or consulting for SAP, Splunk, or Dynatrace.
  • Hands-on experience administering, configuring, and troubleshooting PowerConnect or comparable enterprise SAP-integration or observability software.
  • Experience conducting root cause analysis on high-severity incidents and producing structured RCA reports.
  • Familiarity with SAP system administration fundamentals, including user and role management, transport management, job scheduling, and system monitoring, and experience with SAP Basis or SAP administration tooling.
  • Experience delivering technical training or enablement sessions to 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.

Responsibilities

  • Adhere to assigned shift schedules and ensure on-time handovers with thorough and accurate shift notes.
  • Serve as the first point of contact for PowerConnect customer support requests during the assigned shift.
  • Triage, investigate, and resolve Level 1–2 incidents in line with established service-level agreement thresholds and priority rules.
  • Log and maintain accurate records of incidents, resolutions, and workarounds in the ticketing system.
  • Monitor PowerConnect system health dashboards and proactively identify potential service disruptions.
  • Maintain shift logs of active issues, pending tasks, and customer communications.
  • Provide structured handover briefings to the incoming shift team to ensure continuity of open issues.
  • Follow on-call and escalation protocols when critical incidents arise during or outside shift hours.
  • Conduct root cause analysis on recurring, high-severity, or business-critical incidents and produce structured RCA reports.
  • Analyze system logs, traces, configuration files, and network data to diagnose complex technical issues.
  • Develop and document workarounds, fixes, and preventive measures based on root cause analysis findings.
  • Collaborate with product engineering teams to report confirmed defects and track their 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.
  • Support technical delivery of PowerConnect proof-of-concept engagements, including environment setup, configuration, and validation against customer-defined success criteria.
  • Answer technical questions from Sales Engineers, prospective customers, and existing customers about 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 proof-of-concept engagements and advise on suitable PowerConnect configurations and deployment approaches.
  • Troubleshoot technical issues during proof-of-concept execution and resolve blockers promptly.
  • Document proof-of-concept outcomes, technical findings, and configuration details for handover to professional services and post-sales teams.
  • 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 on user management, roles, permissions, system configuration, and routine maintenance.
  • Demonstrate dashboards, reporting capabilities, and integration touchpoints to 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 refine session content to reflect product changes and learner needs.
  • 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.
  • Assess operating-system, database, network, and infrastructure prerequisites before deployments.
  • Perform data validation and technical checks after installations and upgrades.
  • Coordinate maintenance windows with customers and internal stakeholders to minimize business impact.
  • Document environment configurations, architecture decisions, and changes in the customer asset register.
  • Review and contribute to deployment-runbook improvements based on lessons learned from field engagements.
  • 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 reusable use-case demonstrations and reference configurations for customer engagements.
  • Develop use-case documentation covering business context, solution design, configuration steps, and expected outcomes.
  • Maintain an approved library of use cases and solution patterns for the CoE and Sales Engineering teams.
  • Present use-case concepts and solution designs to customer stakeholders at technical and business levels.
  • Share use-case insights with the product team to inform roadmap prioritization and feature development.
  • Support internal SAP system issues raised by business users, logging and tracking tickets through resolution.
  • Perform routine SAP system maintenance, including user administration, role assignments, and authorization checks.
  • Monitor SAP system performance, job scheduling, and batch processing, and 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, including importing and releasing transports across development, QA, and production landscapes.
  • Support periodic system refreshes and client copies.
  • Maintain internal documentation for SAP configurations, known issues, and standard operating procedures.
  • 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, contributing technical insights.
  • 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.

Desired Qualifications

  • Experience supporting pre-sales or proof-of-concept engagements for enterprise software.
  • Experience leading installation, upgrade, or migration projects in customer production environments.
  • SAP certifications, such as 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.

About the Company

RHONDOS

Builds software to monitor and secure SAP systems

RHONDOS builds software and runs consulting projects for enterprises that need to monitor and secure their SAP systems. Its PowerConnect product collects operational logs, performance metrics and business data, then sends them to tools such as Splunk, Dynatrace and Elastic for analysis. Customers use that information to investigate outages, watch business processes and detect suspicious activity across on-premises and cloud environments. The company sells PowerConnect alongside advisory, implementation and managed services, with an on-demand subscription for access to its in-house technical consultants. Founded in 2017, RHONDOS is headquartered in Portland, Oregon.

Company size
11-50
Company stage
Not listed
Total funding
Not listed
Headquarters
Portland, OR
Founded
2017

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