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 touch over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next.

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.

This position requires access to customer data. Must be a U.S. citizen; SAP NS2 does not offer Visa sponsor ships for this role. All internals must have manager’s approval to transfer.

SAP NS2 Secure Cloud Support organization is seeking an experienced Software Support Engineer for the SAP Business Technology Platform. 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 and work collaboratively with local people managers and technical leads to delight our customers.

Individuals in the Support Engineer profile are the foundation of the Product Secure Support organization. They gain deeper technical knowledge in their Product Family and expand knowledge to include 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

• 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 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, identify 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 for the incoming queue to ensure fulfillment of customers' SLAs and other contractual KPIs 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 our customers and help colleagues prevent similar issues or requests (WIKI content, Knowledge Base Articles, Guided Answers).
• Test internal systems to prevent future issues on customers' 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).

• 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…