Senior Support Engineer
Originally from the beautiful and hectic city of Madrid — one of those cities that never sleeps — Julian Jimenez now lives and works in Vancouver as a Senior Support Engineer for SAP.
In the late 70s, the Spanish Transition began, transforming the country from a dictatorship to a new, very open and vibrant democracy connected to Europe. At that time, there seemed to be an infinite number of new bands, cinema directors, and artists. Perhaps the only name from that time that crossed the Pyrenees was Pedro Almodovar, but there were also others exploring new boundaries.
Julian was enamored by the art movement and fell in love with different forms of expression such as photography, improv acting, and playing guitar. Admittedly, learning to play the guitar is a constant source of frustration for Julian, yet he still enjoys it.
Julian was also at the right age when personal computers were becoming popular in the 80s. He naturally gravitated toward the Spectrum and Amstrad computers, which were very basic. It was with those machines that he began writing his first lines of code. What fascinated him about those 8-bit personal computers were the endless possibilities and constant challenges.
The advent of the internet opened up even more possibilities and that drew him in even deeper. He immediately saw the potential of logging into a network and instantly connecting with people all over the world, sharing information and ideas.
From that moment, he was completely hooked. He discovered how many of the internet protocols worked and spent hours glued to a computer, playing games and learning all that he could.
Julian attended university in Madrid, acquiring two different degrees — Telecommunications Engineering and Audiovisual Communication: radio, cinema, TV and online media.
Upon graduating and gaining some work experience, he started working for SAP. He’s been with the company for over 10 years (6 in UK, London and Maidenhead, and 4 in Vancouver).
Julian has come a long way from those early days playing on the basic Spectrum and Amstrad computers. He’s now a Senior Support Engineer where he helps customers implement SAP software.
How would you describe your role at SAP?
I help customers implement our software. I pay special attention to our documentation as I’m the Knowledge Domain Expert for SAP Analytics Cloud. That means that I check that our Documentation is accurate, that the KBAs take you to the best solution, and that we don’t have gaps where users won’t find answers to their questions or know how to use a certain feature.
What does a typical day look like for you?
I answer questions from internal and external forums, have remote sessions with customers to resolve configuration problems. I usually fix or create documentation, and will do some activity related to training Product Support engineers on how to resolve customers’ issues more efficiently.
The best part of my job is when I can help a customer achieve a goal with the product. Many times, it means taking creative solutions and exploring new possibilities that they we’re not evaluating.
What was your first job?
I got my first job when I was in high school; I sold popcorn in a movie theater. It was good for me to gain some work experience, get a little bit of money and establish my independence, and perhaps best of all, I could watch all the movies I wanted for free. As a young teenager, you can’t ask for much more than that!
If you could no longer be a support engineer, what would you do for a career?
That’s a very open question. If I couldn’t do my job because of a physical limitation, I believe I would try to work on software and hardware that can help me overcome that limitation.
If the change was only related to doing something different, I would move to present features of the software where things don’t really need to work and it’s always a positive experience.
What’s something most people don’t know about you?
Something interesting that may happen to other expats is that I’m more interested in Flamenco since I left my country. Don’t get me wrong, I always loved it and some singers have had a special place in my heart for a long time; but the distance makes it more relevant. My goal is to play a flamenco song with some proficiency.