Customer Service Representative – SAP/AI Developer

Full Description

We are a technology company headquartered in Calgary on our “Never-Ending Climb” to help create the world's strongest supply chain, powered by Rio, unlocking excellence and automation previously thought impossible.

Our beautifully simple solutions unlock the potential trapped in their procurement, payables, planning, logistics and sales.

We’re building a team of thinkers and doers who thrive in the messy middle of technology and business.

The kind of people who are curious by nature, see challenges as puzzles worth solving, and aren’t afraid to step into the unknown.

You might have a background in coding but prefer to design, shape, and configure solutions that create real impact.

You can dig into data, but what excites you most is translating it into business value.

You bring high social intelligence, ask the right questions, and lean in when things get tough.

You’re energized by the pace of AI, see learning as part of life, and care deeply about quality in the work you deliver.

Most importantly, you’re committed to following proven methodologies and processes that ensure repeatability and scale while also knowing when to adapt and break the mold to meet a unique challenge.

What are we looking for?

We’re looking for a Customer Service Representative (CSR) Developer who thrives in a dynamic, fast-paced SaaS environment.

As a key member of our Customer Success team, you’ll be responsible for ensuring our customers experience the full value of the Rio platform from onboarding and issue resolution to proactive engagement and process optimization.

You’ll act as the bridge between customers and our product, development, and delivery teams helping translate customer feedback into action, while guiding users to adopt best practices and leverage new features.

What can we offer?

• A remote-first work environment, with occasional in person meetings

• An outstanding team to help you learn from the best and who will learn from you

• Variety – opportunities to work on a wide range of projects and business problems

• Triage and resolve Tier 1 and Tier 2 issues across the AI platform, SAP integration points, and customer environments, providing detailed analysis of logs and payloads.

• A dynamic, fast-growing environment with opportunities for continuous learning and skill development.

Responsibilities

Technical Troubleshooting & Support

• Triage and resolve Tier 1 and Tier 2 issues across AI platform, SAP integration points, and customer environments.

• Reproduce issues, analyze logs and payloads, validate data, and identify whether the root cause is configuration, data, workflow, integration, or defect.

• Investigate SAP functional and technical errors (MM, FI/AP..), including review of SAP tables, transactions, and error logs.

SAP Functional & Data Analysis

• Interpret SAP master data and transactional data (e.g., POs, invoices, SES, material and vendor records).

• Support customers in validating SAP postings and understanding how SAP behaviours impact AI workflows.

• Analyze differences between expected and actual SAP behaviour to determine corrective actions.

AI Workflow & Configuration Support

• Review and validate workflow steps, routing logic, business rules, and configuration settings.

• Perform configuration updates under guidance and validate customer-specific behaviour.

• Support release testing, feature validation, and environment checks.

Cross-Functional Collaboration

• Provide clear replication steps and technical notes to Development for defect resolution.

• Work with Delivery teams during go-lives to stabilize customers and resolve early adoption issues.

• Communicate recurring themes, product gaps, and enhancement opportunities to Product Management.

Customer Engagement & Enablement

• Deliver onboarding, feature walkthroughs, and troubleshooting guidance to customer users and admins.

• Monitor customer usage to identify adoption gaps or recurring issues requiring training or process changes.

• Support customers in understanding workflow impacts of SAP data, configuration, or process changes.

Documentation & Continuous Improvement

• Maintain accurate case notes, resolution details, and customer history in CRM and support tools.

• Contribute to knowledge base articles, troubleshooting guides, and internal playbooks.

• Recommend improvements to workflows, configuration options, and support processes based on trends.

Skills and Qualifications

• 3–5 years of experience in a Customer Service, Support, or System Implementations

• Proficiency with AI platform configuration and troubleshooting, including log analysis and workflow validation.

• Has experience in building SAP Fiori/U15 applications, SAP CAP (Cloud Application Programming) and/or BTP Services.

• Experience in supply chain or procurement is an asset

• A problem-solver with a proactive mindset. Must be curious, empathetic, and calm under pressure.

• Strong analytical skills with demonstrated ability to identify patterns and insights from customer interactions, system logs, and usage data.

• Proven ability to manage multiple priorities and communicate effectively with technical and non-technical audiences.

• Excellent written and verbal communication skills.

Able to explain complex processes in simple, customer-friendly language.

Company Overview

Please visit our company website for more information