SAP NS2 Support Engineer

Job Description

SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for the SAP Business Technology Platform. The role focuses on core customer support, innovation and proactive activities, and participation in a continuous learning culture. Responsibilities are focused on customer issue resolution, root‑cause analysis, and collaboration with engineering teams.

Support Engineers provide foundational support for the Secure Support organization, deepen technical knowledge in their product family, and expand to other product families as needed. They aim to deliver high customer satisfaction while handling increasingly complex problems.

• Handle sensitive escalated customer issues in team environments and individual‑driven actions (incident solving or real‑time support), cooperating with experienced support engineers if necessary.
• Resolve known errors using SAP Notes, Knowledge Base Articles, and other documentation.
• Perform root‑cause analysis and provide solutions in complex environments for specific fields or areas.
• Reproduce customer issues, identify the root cause, and collaborate with the development team to provide a final solution.
• Perform weekend support and 24×7 support activities as required.
• Own the incoming queue to ensure fulfillment of customer SLAs and contractual KPIs, escalating or transferring incidents appropriately.
• Develop product specialization in at least one product area.
• Process Priority 1 incidents, requesting assistance when needed.

• Create and maintain knowledge documents (WIKI, Knowledge Base Articles, Guided Answers) to support customers and prevent similar issues.
• Test internal systems to prevent future issues on customer environments.
• Contribute to innovation projects that align with the company's vision and goals, acting as a change leader.
• Participate in the SAP Community to aid incident deflection through discussions and content creation.
• Improve knowledge quality in your expertise area, internally and externally.
• Act as a functional expert in de‑escalation and war rooms during critical customer situations.

• 2+ years of implementing, administering, and troubleshooting enterprise‑level applications.
• Experience with software applications in the SAP Business Technology Platform.
• Basic to advanced knowledge in one application/technology area and basic knowledge of at least one other area.
• Basic to advanced understanding of business processes within one application/technology area.
• Technical skills: debugging, tracing, and verifying complex customizations.
• Basic to advanced knowledge of Business Management Basics and core business processes.
• Fluency in English.
• Bachelor’s or Master’s degree in Natural Science, Technology, Business, or equivalent work experience.

The targeted annual combined range for this position is 63,200‑140,600 USD. The actual offer will depend on education, skills, experience, scope of the role, location, and other factors.

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

This position requires access to customer data. Must be a U.S. citizen; visa sponsorship is not offered. All internal applicants must have manager approval to transfer.

Nearest Major Market:
Washington DC