NS2 Customer Success Center of Excellence; CoE Support Engineer

Position: SAP NS2 Customer Success Center of Excellence (CoE) 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.

NS2

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc. (SAP NS2) is an independent U.S. subsidiary of SAP.  At SAP NS2, we leverage best-in-breed technologies engineered by SAP to protect the lives, assets and information of Americans.  We offer 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.

Role Purpose

The Customer Success Center of Excellence (CoE) Support Engineer will help improve how we use data and digital content to support internal teams and deliver a better customer experience by:

* Pulling, cleaning, and harmonizing data from multiple systems

* Automating recurring reporting and insights

* Using modern tools, including AI and LLMs, to create clear, impactful digital content (videos, presentations, guides)

* Collaborating with Support, Customer Success, and Operations teams on internal initiatives

This role will be highly collaborative across the Customer Success organization, ideal for someone who is curious, data-driven, and eager to learn.

Job Responsibilities

* Pull, clean, and harmonize data from multiple systems (e.g., ticketing, CRM, internal tools) to support SLA tracking, ticket analysis, and escalation reporting.

* Build and maintain recurring reports and dashboards, working toward automating manual data preparation and reporting using analytics and no-code/low-code tools.

* Analyze data to surface trends and insights (e.g., recurring issues, SLA risks, escalation drivers) and summarize findings in clear, visual formats for internal stakeholders.

* Use productivity and AI/LLM tools to efficiently create and refine internal training decks, process documentation, and short video walkthroughs.

* Collaborate with Support, Customer Success, Product, and Operations to clarify requirements, validate outputs, and document key processes related to reporting, analytics, and content.

Requirements/Must Haves:

* Some experience working with data (coursework, projects, internships, or prior roles), including:

* Pulling data from reports or exports

* Cleaning and organizing data in tools like Excel/Sheets or similar

* Interest in and willingness to learn:

* Analytics and reporting tools (e.g., dashboards, basic BI capabilities)

* No-code/low-code tools and workflow builders

* AI and LLM-based tools to assist with analysis and content creation

* Ability to translate business questions into simple analyses and clear visuals.

* Strong attention to detail and organization when working with data, metrics, and internal-facing content.

* Clear written and verbal communication skills with non-technical and technical stakeholders.

* Demonstrated ability to take direction, prioritize tasks, and make steady progress with guidance in a team environment.

Preferred Qualifications:

* Exposure to SaaS customer support, customer success, or operations environments (through internships, prior roles, or academic projects).

* Familiarity with ticketing, CRM, or service management tools (e.g., Service Now, Jira, Salesforce, or similar).

* Experience building basic dashboards or reports in any analytics/BI tool (e.g., Excel/Sheets pivot tables, Power BI, SAP Analytics Cloud, Tableau, or equivalent).

* Experience creating digital content such as:

* Training materials, how-to guides, or knowledge articles

* Presentation decks

* Short screen-capture or explainer videos

* Interest in…