SAP NS2 Support Engineer

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.

SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for the SAP Business Technology Platform. The primary responsibilities are core customer support, innovation and proactive activities, and participation in a continuous learning culture. The engineer works with customers, local people managers, and technical leads to delight our customers.

The Support Engineer profile is the foundation of the Product Secure Support organization. These individuals gain deeper technical knowledge in their Product Family and expand to other Product Families. They help customers resolve increasingly complex issues while consistently delivering a high level of satisfaction.

• Deliver Core Customer Support
• Proactive Support and Innovation Activities
• Embrace Continuous Learning Culture

• Handle sensitive escalated customer issues in team environments and by individual-driven actions, in cooperation with experienced support engineers if necessary, while maintaining a high level of customer satisfaction.
• Resolve known errors using SAP Notes, Knowledge Base Articles, information documents derived from solved customer incidents, documentation, WIKI, or by verifying customized entries or hardware parameters.
• Perform root cause analysis and provide solutions to customers in complex environments for specific fields or areas.
• Reproduce customer issues by identifying the root cause and interact with the development team to provide a final solution when required.
• Perform weekend support and 24x7 support activities as required.
• Take ownership of 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.

• Create and maintain knowledge documents to support customers and help colleagues prevent similar issues or requests (WIKI content, Knowledge Base Articles, Guided Answers).
• Test internal systems to prevent future issues on customer 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 the area of expertise, both internally and externally.
• Work as a functional expert in de-escalation and war rooms (engage in critical customer situations such as CIM escalation, account escalation).

• 2 years of implementing, administering, and troubleshooting enterprise level applications.
• Experience working with software applications with deep experience in SAP Business Technology Platform.
• Basic to advanced knowledge in one application/technology area; basic knowledge of at least one other area.
• Basic to 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.
• Language:
  Must be fluent in English.
• Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred.

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 in need of accommodation or special assistance to navigate our website or to complete your…