SAP NS2 Senior Solution Support Engineer

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services, and SAP National Security Services Inc.® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

Must be a U.S. citizen; this position requires access to customer data.

SAP NS2 does not offer Visa sponsorships for this role.

Brief Description:

The primary responsibilities of this role are core customer support, innovation and proactive activities and participation in a continuous learning culture. Individuals in this position align most frequently with our customers in this role and work collaboratively with local people managers and technical leads to delight our customers.

PROFILE

Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. These individuals are gaining deeper technical knowledge in their Product Family and expanding their knowledge to include other Product Families. They help customers resolve more and more complex issues and do so in a way that consistently delivers a high level of satisfaction. Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

Key Responsibilities:

1) Deliver Core Customer Support

2) Proactive Support and Innovation Activities 

3) Embrace Continuous Learning Culture

CORE CUSTOMER SUPPORT

• Handle sensitive escalated customer issues in team environments and individual-driven actions (incident solving or real-time support), in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction.

• Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.

• Perform root cause analysis and provide solutions to customers in complex environments for specific fields/areas.

• Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required.

• Perform in weekend support and 24x7 support activities as required

• Taking ownership for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents.

• Develop product specialization in at least one product area.

• Demonstrate capability of processing P1 (Priority 1) incidents, requesting assistance as required. 

• Work collaboratively with Engineering and Operations teams as required and be comfortable acting as the case owner to drive cases to completion

PROACTIVE SUPPORT AND INNOVATION

• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)

• Test internal systems to prevent future issues on customer's systems.

• Contribute to innovation projects aimed at achieving our Vision and Goals and act as a Change Leader in the achievement of those projects.

• Participate in the SAP Community to help with incident deflection by participating in community discussions in customer and partner communities (blog posts, tips and tricks, etc.)

• Drive improvement of Knowledge quality in area of expertise, both internally & externally.

• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations - e.g: CIM escalation, account escalation).

Experience & Educational Requirements

• Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.
• 6+ years of implementing, administering, and troubleshooting enterprise level applications

• Experience working with software applications with extensive experience in SAP Business Technology Platform and Hana Cloud.

• Advanced knowledge in one application/technology area / basic knowledge of at least one other area and willingness to continue to expand and master new areas.

• Advanced understanding of business processes within one application/technology area

• Technical skills (debugging, tracing, verifying complex customizing)

• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes

Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion
SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: [email protected].

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency : SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 117100 - 199000(USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements:

AI Usage in the Recruitment Process

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Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 445236 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid